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Microsoft 365 pricing and support

6. Support offerings for Microsoft 365 Services

In this lecture, we're going to look at the support offerings for M 365.Let's get started. The first thing we're going to look at is the Microsoft 365 Service Health Status. There's a generic page at Status Office 365 com.There's a link here that enables you to log into your M 365 subscription and look at the service health of all the services under M 365. Once you log in to your subscription, you're in the M 365 Admin Center. If you go on the left-hand side, under the little heart, you can see the help, and it'll bring you to the service help. And here we can see the service help for the major services under M 365. the Azure Information Protection, the Identity Service, Microsoft Intune, and the Office 365 portal. At this time, the service is healthy. You can view the history over time. This could also be on the exam. It might ask you a question about: "What else can you look at?" You can also look at incidents and advisories on any of these services. The next item we're going to look at is how to create a new support service request. So again, on the left-hand panel, you have Support, and you can create a new service request. So when you do this, it'll basically bring up a window. There is an Office 365 assistant to try to help you resolve your problem online. You can also get help. So for example, if we say we have some sort of technical problem and get help from the community, there will be a lot of information. If that doesn't resolve your request, then there is that facility. So here you can create a new service request by telephone, where basically you'll be providing all of the details. attaching a file, and then somebody will get in touch with you. So in the exam, there might be a question on how you create a new service request. Again, you need to log on to your subscription. Then you need to go to the Support section and then use Service Request as well. You can see your service request. So if you submitted service requests in the past, you can look at the status at any time and get feedback. All right, the last item we're going to look at in this lecture is service level agreements, or SLAs. So within the Microsoft.com documentation, there is a section on service level agreements, specifically for all their online services. And here we can click on the Office365 platform service description and get additional information. What's important to understand for the exam is that the SLA for M365 is 99.9% availability or uptime. So that's something that we need to remember. 99.9%. Now there are two types of outages, and then that would be another good question. On the exam, there are planned maintenance events. This is either Microsoft performing planned outages to upgrade a service or unplanned downtime. These are technical issues that basically render the service unavailable for a period of time. But the guarantee for the SLA is 99.9% of the time. If they do not meet the SLA, then there is a possibility of you getting a refund on some of these services. So if we look here, we scroll down a little bit. These are recent worldwide high times. So if we look at 2019 for Q 1, we're in Q 1. 2019 it was 99 97. In 2018, it goes from 99.99 to 98.97, and then in 2017, we have similar figures. So it seems that on average, definitely, they are meeting the SLA of 99.9, and in many instances, it's 99.98. To quickly recap this lecture, the first thing we looked at is the service level agreement. Again, you need to log on to your Microsoft 365 Admin Center or your subscription. And in there, under "Help," you can see the "Service Help" of all the services. You can also see incidents and advisories. We then look at how to create a new Service Request to receive support. Again, you need to log into your subscription and, under Support, either create a new service request or view a currently existing one. And the last thing that welooked at is service level agreements. Remember that the SLA for M 365 is 99.9%. There are two types of events: planned maintenance events and unplanned downtime. And the figures are reported on a quarterly basis. And if Microsoft Office 365 or M 365 does not meet the 99.9% SLA, there is a possibility of receiving a refund. But as we've seen over the last three years, it has raised the SLA to 99.9%. That's all for this lecture. Whenever you're ready, you can go to the next one.

7. The Service Lifecycle in Microsoft 365

Hi. In this lecture, we're going to look at the service lifecycle in M 365.Let's get started. Microsoft has published a new roadmap for M 365.Here we have it; we can see what it looks like. So this is the M-365 roadmap. So if we scroll down a little bit, we get additional information in terms of all the products. So Enterprise, Mobility, Office 365, Windows 10, and all of the updates that are currently in progress, either in development, rolling out, or launching, Unfortunately, the statuses that we see here in development, rolling out, and launch don't align with what is on the exam. What is on the exam and what we need to cover—and what you need to remember—are the terms private preview, public preview, and Ga, or general availability. Here we do see the status, for example, of "Rolling Out," which has updates that are beginning to roll out and are not yet available to all applicable customers. So that probably covers private and public previews. And then Launch is fully released, with updates that are now generally available. So this is the GA category. So, for the time being, we'll call rolling out private and public preview, while launched is general availability. All right. So for the exam, we'll look at the first private preview. One question that could be on the exam comes up while explaining what a private preview is. Private previews are only available by invitation. So only certain organisations are asked to participate in this private preview of this service or feature, or there is a registration process, which is now opened up to a little bit more, but you have to register and sometimes even qualify. So just registering may not give you access to that private preview. And in some cases, it's almost like there's a quota. They are looking to get a certain number of interested parties to test this feature. So those are the two types of private previews: invite only or registration. And in terms of the support, we'll look at that as well. So, in terms of support, there is usually none for private preview. It does not fall under the service level agreement that you currently have for your M 365 subscription. However, in most instances, because it is a private preview, the product team is the one that's providing some sort of support. So next, if we looked at public preview here, that it isbasically it is opened up to the like it says public. Anyone can use this feature. It is provided as is, with all its faults, and it is also excluded from any SLAs that you may have with your M365 subscription. So those are the two types of previews, private or public. So during the exam, they could ask, "What is the difference between private and public"? In most cases, private is either by invitation only or requires registration, whereas public does not. You do have to. It is generally available to you, and you just need to use it. But for both of those, there is really no support, except perhaps with the product team. There might be some customer support, butit is not to be expected. And then the last category, which is here, we call Launch, but it's generally available. So it is Ga. That means it is available for everyone, but more importantly, it is now covered with your SLA and, depending on your subscription, within 365. All right, another question that could be on the exam is with respect to pricing. So normally, in a private or public preview, there's usually no charge associated with that particular feature or service as you're trying it out, while in GA general availability, it is the full published price that you pay. And the last thing we're going to discuss that could also be on the exam in terms of usage So there are definitely some statements regarding private and public preview in that it is reduced or different in security, compliance, and privacy requirements. and there's definitely a caveat around those. Previews are not to be used to process personal data or any data that is subject to any compliance regulation. It is almost like an earthquake. You need to wait for the GA release of that service in order to ensure the security, compliance, and privacy requirements are fully met. Because in the private and public previews, not all the security or privacy features may be turned on. It may change during the development process, as well as during the process of becoming a GA. So this is sort of what we covered: private preview, public preview, and Ga. So private and public really are similar in terms of pricing; in terms of support, they are different. Again, private is by invitation only, or you register when it's public. Anybody can use it, but it is not fully supported. So GA is what you're accustomed to: when the service is generally available, full pricing is available, and as for what is published, as well as full support depending on the SLA that you have, All right, that's it for this lecture. Whenever you're ready, you can go to the next one.

Exam

1. Exam Prep Advice

Congratulations, you've reached the end of this course. So what should you expect on the exam, and how do you know if you're ready to take the exam? So for starters, in your exam, you'll have about 30 questions to answer and 60 minutes. So we do have plenty of time in terms of material coverage. If we look at the Cloud Concepts, Pricing, and Support section, there will be around ten to twelve questions, and the course covers the curriculum quite well. The questions are fairly straightforward and not that difficult. In the section on M-365 components, there are at least ten questions in this area. So I've added a number of resources and links to this lecture. Many of them are also associated with the other lectures, but this makes it a little easier for you to find, and you should either print them or at least have them online. Most of the questions are all about licencing and the different subscriptions. And you must be familiar with this cold. There's no getting around that. You cannot take the exam if you do not understand all of the different plans, which applications are included in each plan, and which applications are not included in each plan. You must understand what they do. It does not have to be a great level of technical detail, but you must know what they do. All the resources I've provided are there, but you must understand which application is included in which plan. So you'll get many, many questions in this area. A lot of the questions also have this particular format. I'll give you an example from Cloud Concepts. So for example, we'll say, "Well, for Microsoft Azure and Microsoft 365 on the left, they'll be something like Software as a Service, Platform as a Service, and Infrastructure as a Service." And then they'll ask you to associate which of those models is applicable, and they'll usually have three subquestions within that single question. So for example, if you're deploying a Windows server, what kind of deployment model is that? So that would be infrastructure as a service. If you're using SharePoint or redoing document collaboration, then you'd be using software as a service. If you're hosting an application or deployment application, that would be Platform as a Service. We've covered the three main Platform as a Service services within Microsoft Azure. So you're going to get a lot of questions like that, where in one question you'll be asked to match some of the concepts to some of the questions. The other one you're going to get a lot of in licencing is whether you're the administrator or you're purchasing licenses. And here are the requirements. You have users that need to collaborate but don't need applications like the Microsoft Office applications downloaded to their workstations. So we get a lot of requirements and scenarios. And you're asked which licence the company should purchase in order to meet the requirements but also do it at a minimal cost. So again, I'll repeat this again provider Resources You must know this code before going to the exam. If you do, it'll be a much easier exam. As I said, at least a third of the questions are in that section. And the last one, security and compliance, is the focus, and I've added a couple of resources there, but please review the lectures that are specific to this all around. Microsoft Active Directory, Microsoft ADFS, Azure AD, and multifactor authentication. There were several questions in that area. So again, please review this. Understand how it works. So the lectures do a good coverage, but there's quite abit of focus in the area of Security and Compliance. Again, the questions are mostly straightforward. It is the M 365 and the whole licensingthat you really need to know and memorize. That's it. Again, read the questions carefully, take your time, and you should be fine. Alright. And, best of all, the exam was locked.

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