On May 5th, 2020, Microsoft 365 Status reported a Microsoft Teams outage in North America at ~ 8:00pm UTC.
Microsoft initially reported that many users were experiencing problems viewing presence information in Teams in the North American region. However, roughly a half an hour later, Microsoft revised their initial statement and reported that users were being affected worldwide.
Users from all over responded that they were experiencing issues and expressed their frustrations.
Microsoft determined the issues were the result of a recent configuration change that led to a spike of memory utilization on infrastructure that facilitates user presence requests. In order to resolve the issue, they began failing traffic over to an alternate infrastructure and continued to monitor the service while the process completed.
Finally, roughly 5 hours later, Microsoft reported their efforts were successful and they were able to revert the configuration, reroute traffic, and restart the impacted infrastructure.
In a cloud-world, outages are bound to happen. While Microsoft is responsible for restoring service during outages, IT needs to take ownership of their environment and user experience. It is crucial to have greater visibility into business impacts during a service outage the moment it happens.
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