Microsoft does not offer first-party technical customer support for WAN Optimization Controller (WOC) devices. As with other network infrastructure equipment, we do not test the use of these devices with Office 365 to make sure that they work, nor do we take any responsibility for making sure that they continue to work as part of regular service updates. Customers should work directly with their WOC vendors to receive technical support.
During support incidents, we do require customers to inform us if they are using WOC devices. We also require that customers have an easy way to bypass the WAN optimization or traffic shaping/inspection services for Office 365. When we try to resolve a customer service issue in Office 365, we may ask that these devices be put in bypass mode before we continue with diagnosis and issue resolution. By bypass mode, we mean any combination of network or device configuration that logically or physically removes the device from the infrastructure path between the customer and Office 365.
- If a customer's support request involves diagnosing a service access issue, the customer must disclose WOC devices that are being used when he or she contacts Microsoft Online Services Support by online submission (see http://support.microsoft.com/kb/2694621) or by telephone (see http://support.microsoft.com/kb/2573289).
- If a WOC device is found to affect the performance or availability of Office 365 service components during troubleshooting by Microsoft, we may ask the customer to bypass the WOC device to make sure that service availability is maintained.
- Before a customer re-enables a WOC device, he or she must directly engage the technical support resources of the device vendor to investigate issues that are caused by the device.
- Any event that adversely affects service and that we determine to be caused by the existing WOC device will be identified as a Service Level Agreement (SLA) exclusion.
- We cannot provide proactive support for these devices or for related third-party software that we do not control. These devices sit between the client and our servers. They affect every network communication and can potentially affect our service. We cannot take responsibility for any issues caused by these devices.
- Because we cannot diagnose the devices directly, we may ask to bypass them during support diagnosis or troubleshooting. If bypassing the WOC devices fixes a problem, the customer must work with the device manufacturer to obtain a long-term resolution (such as a code update) and to then re-enable the device.
- We realize that our customers may have to deploy such devices. But because of their complexity, these devices remain the customer’s responsibility when any issues arise.