Issue reporting during migration to ANSI-D or vNext in Office 365 Dedicated/ITAR

Summary
During a migration to High Availability (ANSI-D) or Exchange vNext in Office 365 Dedicated/ITAR, you will work with the Microsoft deployment team. This team will help coordinate the required changes for migrating mailboxes to the new Microsoft Exchange environment. However, this team's resources should not be directly engaged for support incidents about slow or reduced service. Any service issues that may arise during the migration should be escalated to Microsoft Online Services Support (MOSSUP).

Because of the many networking and DNS changes that are required before a successful migration, you are expected to be involved throughout the course of the investigation. If you want additional help or require traction because of urgency, you can submit a support incident online to MOSSUP, or you can contact Microsoft Online Services Support by telephone. For all escalations, be ready to provide the following information:
  • List of affected users
  • Description of the issue
  • Error information or screen shots
  • Exact builds of applications involved (that is, operating system, Outlook Client, Lync Client, Internet Explorer)
  • Troubleshooting steps and results completed
Note When it's possible, make sure that client-side and networking troubleshooting are completed before escalation. Also make sure that you provide all available diagnostic information to help in the escalation.

ClientIssue typeDiagnostic
Outlook client issuesCredential prompt, profile disconnect, free-busy, performanceOffCAT
Outlook troubleshooting logs
Steps Recorder
Browser and web service issuesAutodiscover, Outlook Web App (OWA), Exchange Admin Console (EAC), and Exchange Web Services (EWS)Fiddler *
Steps Recorder

* Fiddler traces capture encrypted traffic. We recommend that Microsoft Support provide a diagnostic package to securely upload and protect this data.
More information
Before you move all mailboxes to the ANSI-D or Exchange vNext topology, you are asked to designate a pilot group of users to move. These pilot users should consist of the different kinds of mailboxes, user types, and clients that make up your general user population. Tests should be completed for line-of-business applications, core business scenarios, and user profiles.

Also, make sure that you are familiar with the transition guidance available on the Technical Scenarios Matrix (http://aka.ms/tsm) on the EXO-ANSI Transition or EXO-vNext Transition tab.


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Article ID: 3011547 - Last Review: 06/21/2016 22:01:00 - Revision: 6.0

Microsoft Business Productivity Online Dedicated, Microsoft Business Productivity Online Suite Federal

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