Dear Valued Customer,
Further to our earlier notification regarding the ongoing Microsoft 365 service degradation, which was first reported at approximately 02:00 AM (GMT+8) today, we are writing to share the contingency measures currently in effect and the actions we recommend on your side while Microsoft works toward full restoration.
- CURRENT STATUS
This is a Microsoft-side platform incident (Reference: Microsoft Incident ID: MO1550821). It is not caused by any configuration in your tenant. Microsoft has not yet provided a confirmed estimated time of restoration. Impact varies by tenant and region, and recovery may be uneven across services. - MEASURES TAKEN BY ENFRASYS
- Our 24/7 Engineering Operations team is monitoring the Microsoft Service Health dashboard.
- A change freeze is in effect, we will not apply changes to Conditional Access, Intune, Purview (DLP and sensitivity label policies), licensing or mail flow until Microsoft confirms service stability. This is to avoid compounding the incident or complicating post-recovery troubleshooting.
- Related tickets are being consolidated under a single parent incident to ensure consistent handling and communication.
- Where our standard collaboration tools are affected, we will communicate with you through alternative communication channels (+60 13-996 8317 / +60 13-966 2515).
- RECOMMENDED INTERIM ACTIONS
Exchange Online: Email is not accessible at this time. Please do not perform any modification on any configuration. For communication, please use Microsoft Teams, or the telephone for time-critical matters.
Microsoft Teams: Join meetings from the Teams calendar or the meeting link. Scheduled Teams meetings can still be joined from the Teams app. If you cannot see an invitation, please ask the organiser to share the meeting link in a chat. Use the web or mobile client where available. For critical meetings, please use an alternative conferencing bridge or telephone dial-in.
SharePoint Online / OneDrive: Continue working from locally synchronised copies. Please avoid unlinking, resetting or re-syncing libraries.
Intune / Microsoft 365 Apps Admin Center: Managed devices will continue to operate on their last applied policies. Please defer new enrolments, Autopilot deployments, remote wipe/retire actions, and update-ring or cloud policy changes until recovery.
Microsoft Defender XDR / Defender for Office 365: Endpoint protection continues to operate locally; however, portal visibility and alerting may be reduced.
Microsoft Purview: Please defer sharing of sensitive data that depends on label or DLP enforcement. Do not remove sensitivity labels or disable DLP policies as a workaround without approval from your data owner or security lead.
Power BI: PDF export of reports carrying MIP sensitivity labels may fail intermittently. Please defer the export until recovery or view the report directly in the service.
Windows 365: Where Microsoft Purview Customer Key is enabled, some users may be unable to connect to Cloud PCs. There is no safe workaround. Please do not remove or rotate Customer Key; we recommend providing an alternative device or work arrangement for affected users.
Microsoft 365 Copilot, Planner and To Do: No workaround is available. We suggest tracking critical tasks through an alternative method until service is restored.
- SUPPORT HANDLING AND COMMUNICATION
- Tickets caused by this incident will be linked to the parent incident record. Please raise a new ticket only if you are experiencing an issue that you believe is unrelated, or if you have a critical business impact.
- Support response and resolution times for incident-related requests will be handled in accordance with our service agreement, taking into account that resolution depends on Microsoft.
- We will provide updates every 30 minutes, or sooner if Microsoft publishes significant new information, until the incident is resolved.
- POST-RECOVERY ACTIONS
Once Microsoft confirms restoration, we will validate each affected service per tenant (mail flow, Teams, SharePoint/OneDrive, Intune check-in and Defender/Purview functionality), review queued or failed items, re-run affected automated processes, and lift the change freeze in stages. A closure summary will follow.
For critical issues, please contact our 24/7 support team at +60 13-996 8317 / +60 13-966 2515.
We appreciate your patience and understanding.