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 which 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,basically 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 of the major services under M 365. Azure Information Protection, the Identity service, Microsoft Intune, and the Office 365 portal are all available. At this time, the service is all healthy. You can view the history over time. This could also be on the exam. It might ask you a question: 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 you a window. An Office 365 assistant will attempt to assist you and resolve your problem online. You can also get help. So, for example, if we say we have some 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 the facility. So here you can create a new service request by phone, 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, you might be asked how to 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've 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 there is a section on service level agreements in the Microsoft.com documentation, specifically for all of 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 M 365 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 Microsoft making specific outages to upgrade a service or they are 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 up times.So if we look in 2019 for Q One, we're in Q One. It was 99 97 in 2019. In 2018 it goes from 99.99 to 98.97, and then in 2017 we have similar figures. So it seems on average, they are definitely 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 Help. Again, you need to log on to your Microsoft 365 Admin Center or your subscription. And under Help, you'll find a list of all the services available. 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 the currently existing one. And the last thing that we looked at was service level agreements. Keeping in mind that M 365, the SLA 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 M 365 or Microsoft 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 made the SLA of 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 a chance to 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 Ten, and all of the current updates, whether in development, roll out, or launch. Unfortunately, the statuses that we see here in development, rolling out, and launched 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 RollingOut, which has updates that are beginning to roll out but are not yet available to all applicable customers. So that probably covers private and public previews. And then the launch is fully released with updates that are now generally available. So this is the Ga category. So for now, we'll say rolling out is private and public preview, while the launch is Ga. All right. So for the exam, we'll look at the first private preview. One question that could be on the examis while explaining what a private preview is A private preview is by invitation only. So only certain organisations are asked to participate in this private preview of this service or feature. There is a registration process, which is now open 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 instances, it's sort of almost like 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 the support, usually for private previews, there is no support. 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 team that's providing sort of that support. So next, if we looked at the public preview here, it is basically it is opened up to the public, as it says public. Anybody 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 M 365 subscription. So those are the two types of previews: private or public. So during the exam, they could ask what the difference between private and public is. Well, usually private is either by invitation only or you have to register while public. 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, but it 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 a charge associated with that particular feature or service as you're trying it out, while in 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 is So there are definitely some statements regarding private and public previews in that they are reduced 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 asisurge. You need to wait for the GA release of that service in order to ensure security, compliance, and privacy requirements are fully met. Because in the private and public previews, not all security or privacy features may be turned on. It may change over the course of development, over the course 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, but in terms of support, they are different. Again, private is by invitation only. You register while public. Anybody can use it, but it is not fully supported. So Ga is what you're accustomed to, is when the service is generally available, full pricing, 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 you'll have 60 minutes. So you see, we do have plenty of time in terms of the material coverage. If we look at the Cloud Concepts and Pricing and Support sections, there will be about 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 otherlectures, 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 around licencing and the different subscriptions. And you must be familiar with this cold. There's no way getting around that. You cannot go into the exam if you don't know all of the different plans, which applications are included in which plan, and understand each of the applications, whether it's Yammer, SharePoint, or all of these applications. 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 applications are included in which plans. 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 that is in the 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, Platformas a Service, and Infrastructure as a Service. And then they'll ask you to choose which of those models is applicable for you, and they'll usually have three sub-questions or three sub-questions 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 you're redoing document collaboration, then you would 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, which is 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 in the licencing is whether you're the administrator or you're purchasing licenses. Here are the requirements: You have users that need to collaborate but don't need the 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 and also do it at a minimal cost. So again, I'll repeat this again provider Resources You must know this code before taking 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 is Security and Compliance thefocus, and I've added a couple of resources, but please review the lectures that are specific to this are all around.Azure Active Directory and multifactor authentication There were several questions in that area. So again, please review this. Understand how it works. So the lectures cover a lot of ground, but there's a lot of emphasis on security and compliance. Again, the questions are mostly straightforward. It is the M 365 and the whole licence that 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 luck in the exam.

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