Delivering great customer experience. Strategies to deliver good performance

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3 Delivering great customer experience Reliability and Performance Strategies to deliver good What you can do?

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5 , collaboration, communication, and productivity applications Native clients on tablets, PCs, & desktops Native clients on mobile devices Browser-based clients Browser-based mobile clients Office 365 offers a wide variety of options across devices for customers to access the service

6 st Microsoft Data Center Xbox Live Malware Protection Center Office 365 Microsoft Security Response Center (MSRC) Global Foundation Services (GFS) Trustworthy Computing Initiative (TwC) Office 2013

7 The New Office Exchange Online Archiving addon SharePoint Online Platform Improvements Directory Sync Max Objects Auto Increase Retention policy and tag management Office Mobile for iphone & Android phones Exchange Online Address Book Policies Excel Web App update Admin Add OWA for iphone & OWA for ipad Improved Sharing s Power Map Preview Improvements for Excel Office 365 Adapter Office 365 Adapter Office 365 Switch Plans IM mute Office on the Web Exchange group naming policy SkyDrive Pro apps for Windows 8 & ios Message Center Project codename GeoFlow preview for Excel 2013 Go Daddy Integration OneNote for ipad Lync meeting scheduling from OWA SharePoint Newsfeed App for Windows 8 Connecting Skype & Lync Lync mobile clients Rights Management Services Embedded Images Q&A manager OneNote for iphone and Android phones Updated Lync mobile clients PDFs in Word Web Apps Yammer basic integration EXO: 50 GB Mailboxes Office 365 SSO with SAML 2.0 Identity Providers Lync Online Integrated Reporting SkyDrive Pro Sync for Windows Encrypted Data PDF support for SharePoint Online Exchange Online Inactive Mailboxes Office Web Apps Update Project codename GeoFlow preview for Excel Windows Azure Active Directory Sync Tool - update DirSync Scoping and Filtering Get a Link Directory Sync Max Objects Auto Increase Windows Azure Active Authentication Directory Sync Max Objects Auto Increase

8 Uptime We have delivered substantially in excess of 99.9% uptime for the last five quarters % 99.95% 99.90% 99.85% 99.80% 99.75% 99.70% Quarter ending in September '13 Quarter ending in December '13 Quarter ending in March '13 Quarter ending in June '13 Quarter ending in September '13 We carry similar commitment to delivering a great when customers use Office 365 * Office 365 Trust Center has the numbers for most recent quarters

9 Application Performance Network Last mile connectivity

10 Investments in Data Centers and Networking Fine-tuning Application Benchmarking for continuous improvement Rich applications for great experience even when Offline Modern Browsers for great web experience Improving last mile

11 Investments in Data Centers and Networking Fine-tuning Application Benchmarking for continuous improvement Rich applications for great experience even when Offline Modern Browsers for great web experience Improving last mile

12 200 Online Services 20 Million 89 countries

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14 Core: Data centers Global Fiber backbone that connects Data Centers Edge Nodes Connect Data Centers to Internet Exchange Points Metro solutions Connecting business customers to last mile providers Last mile and P2P Last mile providers deliver to consumers P2P technology improves last mile delivery

15 In addition to major investments in data centers and networking we are constantly fine tuning other aspects like DNS. Example: Making DNS lookups faster by using a single faster DNS system instead of a number of them (office.com, office365.com, Performance improvement for Office.com and MicrosoftOnline.com domains once they were brought on to MS Edge/MS One DNS

16 Investments in Data Centers and Networking Benchmarking for continuous improvement Fine-tuning Application Rich applications for great experience even when Offline Modern Browsers for great web experience Improving last mile

17 As we build new features to delight customers, we are also fine tuning all the applications like Office, , Collaboration & Communication to respond faster to improve overall customer experience As an example, we have made the improvements in the area of : Improved reload times with AJAX clients and modern browsers Distributed Caching Disk I/O improvements Shredded storage Minimal Download Strategy

18 Investments in Data Centers and Networking Fine-tuning Application Benchmarking for continuous improvement Rich applications for great experience even when Offline Modern Browsers for great web experience Improving last mile

19 Our Office clients including Outlook and SkyDrive Pro sync enable fabulous experience while any data upload or download happens in the background These rich applications enable great experience even in offline conditions such as air travel Similar native rich clients are available for desktop, laptop, Windows Phone, ios and

20 Investments in Data Centers and Networking Fine-tuning Application Benchmarking for continuous improvement Rich applications for great experience even when Offline Modern Browsers for great web experience Improving last mile

21 AJAX (or Asynchronous Java script and XML) clients help us deliver good in browser based clients In addition, use of modern browsers enable greater customer experience Even Outlook Web Access, a browser based client enables Offline access to help in offline situations such as Air travel

22 Investments in Data Centers and Networking Fine-tuning Application Benchmarking for continuous improvement Rich applications for great experience even when Offline Modern Browsers for great web experience Improving last mile

23 The colored circles represent edge nodes located at the Bing CDNs around the world to optimize access to Office 365 Services Bing CDNs where Office 365 Edge nodes will be deployed

24 Microsoft s global network s peering relationship with numerous ISPs enables easy access to the high speed network Our operationalized process of establishing new peering relationships allows us to constantly expand our reach to improve customer experience

25 Establish new Points of Presence to increase bandwidth to DCs Office 365 Application Edge Services coming in 2014 Optimize Online Service Applications in Data Centers Rich offline clients SkyDrive Pro, Outlook and Lync Telemetry in client applications Updates to client protocols for better Continued Evaluation of new Data Center Locations

26 Provide feedback Upgrade to use modern browsers Upgrade to new Office Pro Plus using Click2Run Use rich Office clients Use Local Cache in Outlook and SkyDrive Pro Consider Hybrid Office 365 scenarios Delegate your DNS to Office 365 Work with your ISP to peer with Microsoft

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