Support – a different cultural experience when you move into the cloud


One of the great joys of moving an application such as Exchange to a cloud provider is that they take on the responsibility of all of the mundane but necessary tasks that have to be performed to keep things going. No administrator will shed a tear to transition tasks such as applying updates, making sure that security is maintained, and ongoing maintenance for servers, applications, and storage, not to mention the documentation of things such as change orders.

But the joy from the release from mundane maintenance can be tempered by a feeling of utter helplessness when things go wrong. Let’s face it, when you’re running servers, you are in control in terms of responding to users when they encounter problems and although problems generate work, you know what’s going on and often realize exactly what has to be done to restore service. After work transitions into the cloud, you depend on the support infrastructure of the cloud provider and that dependency delivers a radically different experience to “do it yourself”. You now rely on components such as Twitter, service dashboards, and call centers to understand what’s going on, where a problem might lie, and what you can do to resolve an issue. Often there is simply nothing that can be done and you just have to wait until the service provider fixes the problem and service is restored. The fact that there’s a certain “thing” called the Internet that no one controls but carries all the traffic to and from the cloud introduces another really important variable into the mix.

Microsoft experienced a networking problem on August 17 that turned into a 190 minute outage for North American users of the Exchange Online application within Office 365. Problems do happen and although questions can be asked as to why redundant network components weren’t in place to protect Microsoft’s datacenter, the more fundamental issue that arose from the experience is how well the Office 365 support systems worked in terms of communicating to hundreds of thousands of users. As I conclude in my latest article on WindowsITPro.com, I’m not altogether sure that everyone enjoyed their support experience.

Feel free to read and comment. As Office 365 grows in popularity and customers transition from older Exchange platforms, the demand for high-quality support will only grow so it’s important that Microsoft gets this part of the Office 365 ecosystem right. After all, handing over responsibility for an application without having a warm feeling that everything will run to an acceptable standard, including during outages, is hardly a good thing to do!

– Tony

Those wanting to find out more about the technical underpinning of Exchange Online in Office 365 might like to read Microsoft Exchange Server 2010 Inside Out, also available at Amazon.co.uk and in a Kindle edition. Although Exchange Online uses a different version of Exchange 2010 than that deployed for on-premises organizations, the technical detail is really very similar.

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International rugby in Cesena


The upheaval in the technology market over the last few weeks has made me remiss in terms of updating this blog with details of what’s been going on with rugby. Right now it’s an important time for the national teams who are scheduled to play in the Rugby World Cup (RWC) in New Zealand.  RWC begins in two weeks and the teams are busy shaking down to establish their final selections and determine how they will approach their games in the group stage.

There have been a series of warm-up games between different countries as part of the preparation. These games allow coaches to establish whether their teams are on the right track in terms of fitness, tactics, and personnel and although the games are definitely not played under the same pressure-cooker conditions as a full Six Nations or Tri-Nations test, they’re still ultra-competitive because all the players want to show that they should be in the first team.

My assignment from the IRB was to go to Cesena in northern Italy to be the TV Match Official (TMO) for the match between Italy and Japan on August 13. Cesena is a small city south of Bologna and the game was played in the local soccer stadium.

The flight into Bologna (BLQ) with Ryanair was well up to the airline’s normal standard – lots of queuing, a rush to get good seats on the plane, too much bright yellow scattered around the interior of the Boeing 737-800, and indifferent service from a stressed cabin crew. However, apart from low fares, the good thing about Ryanair is that they generally land on time and so they did in BLQ. We then had the shortest bus ride in history to transfer from the plane into the terminal. Loading the bus took about twenty times longer than the 80m transit. Oh well, at least we were safe from marauding vehicles prowling the airport apron.

The FIR (Italian rugby union) had arranged a pick-up to take us to Cesena, where we arrived at the Hotel Alexander, located near the edge of town nestling between the bus and train stations. The hotel was pleasant enough. That is, until the swarm of tiger mosquitoes swung into action around 6pm to bite anyone who wasn’t protected by insect repellent.

The FIR organized an excellent eight-course dinner for the refereeing team (Romain Poite, Jerome Garces, and Pascal Gauzere, all from France) on the night before the game at a restaurant located at the Hippodrome (horse racing track) in Cesena. The racing wasn’t the kind normally seen in Ireland where races are usually on the “flat” or over jumps. Instead, the horse pulled a two-wheeled trolley where the jockey sat. The important thing was that I won the only bet placed during the night, proving that I have a wicked eye when it comes to assessing the chances of horses that I have never seen before and will never see again.

The match was scheduled for a 20:45 kick-off to accommodate the needs of television so we spent the morning of the game visiting the market in Cesena, where the stalls seemed to go on for ever but had a sad lack of variety. A quick siesta followed after lunch before the refereeing team was taken to the ground at 7pm.

All the usual pre-match arrangements were taken care of quickly. The TMO is really only concerned with a small list: where will we sit during the game, how will we communicate with the referee and TV director during reviews of potential scores, and how the game clock is run. Heineken Cup and other matches have official timekeepers who have charge of the clocks displayed in the stadium and on TV whereas international matches often give this responsibility to the TMO. Basically the task is to maintain the game clock by stopping it whenever there’s an injury or other outage and resuming it when play restarts. The timekeeper also advises the referee via radio when there is a couple of minutes to play in each half and when time expires, after which it’s up to the referee to decide when to stop the game, usually the next time that the ball goes dead.

The teams depend on accurate times to know when to make impact substitutions and so on, so it’s pretty important that the right time is kept. Often this is a matter of common sense for the timekeeper. The referee is supposed to say “Time Off” when they want to stop the game clock and “Time On” when play resumes. However, it sometimes happens that the referee has to take care of other matters on the pitch and forgets to instruct the timekeeper, in which case you use your discretion.

In this case, I was located in a small truck at the rear of the stadium and provided with a 12 inch standard definition screen. This was a little disappointing as most of the major broadcasters that cover international rugby now provide high-definition 20 inch (or larger screens) for reviews. High-definition makes an enormous difference to aspects such as the lines (goal, touch, and dead-ball) and makes the whole decision-making process much easier. Such is life.

Communications with the referee were reasonable after a couple of initial hiccups. Time-keeping was interesting because the stadium usually hosts soccer matches, which don’t use stopped game clocks. Instead, soccer games are timed from 0 to 45 minutes in a half and the officials then indicate how much additional time is to be played at the end of each half. So the controls for the stadium clock were beside the pitch rather than anywhere near the van. Clearly nothing could be done to automate the synchronization of stadium clock with TV clocks (shown in the graphics alongside the score) and the official game clock that I was running, so we ended up with a system of human coordination with a broadcasting employee situated beside me in the van monitoring my actions to stop and start the clock and then communicating those actions to other people who controlled the stadium and TV clocks. It all sounds very complex and it was at times, mostly when someone forgot to stop or start a clock and had to then adjust the time on the fly to resynchronize with the game clock. But it all worked out in the end.

Italy won the match 31-24 after leading 14-0 after ten minutes and then allowing Japan to come back into the game to a point where either team could have won. I’m not sure that either team was particularly satisfied with their performance but it was another step along the way to RWC.

The post-match function was an informal open-air dinner beside the stadium and we got back to the hotel by 12:30am. On Sunday, we took an efficient train to Bologna to take the chance to look around the city before flying back to Dublin on Monday. Bologna was hot (39 degrees C) and sticky, but very nice and well worth the effort to get there. We stayed at the StarHotel Excelsoir, which is well worth considering if you ever have to stay in Bologna as it’s located right opposite the railway station, close to a number of good restaurants, and beside the bus stop for the transit to the airport.

The Ryanair return to Dublin was as expected. I’m not involved in any other international games in the near future so I shall be able to enjoy RWC at a distance. Next on the agenda are some Rabodirect ProD12 (the old Magner’s League) games during RWC following by the restart of the Heineken Cup in November after everyone gets back from New Zealand.

– Tony

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Some reflections on what’s been happening @HP


I retired from HP in March 2010 and clearly a lot could have changed in the company since that time. Even so, I wasn’t prepared for the seemingly incoherent set of announcements that came out on August 18. I’ve pondered on the topic for a few days and captured my thoughts in this blog on WindowsITPro.com.

– Tony

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I wish I’d spent more on redundant network components…


The outfall from last week’s networking failure that stopped service to Exchange users of Microsoft’s Office 365 in North America rumbles on. My rambling on the topic is some reflections on just how much a network outage has cost Microsoft as they’ve decided to refund customers 25% of the monthly fee. Click here to read the blog post on WindowsITPro.com.

– Tony

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Back to Kilkee


Kilkee is a seaside resort in County Clare on the west coast of Ireland. Originally developed as a resort in the late Victorian era, Kilkee continues to be a popular destination for tourists from all around Ireland and elsewhere. My family used to be frequent visitors to Kilkee in the 1960s and early 1970s, partially because of the extended Irish bank strikes in 1966 and 1970 that forced my father to look for work, and partially because my uncle had married into the family that ran the Strand Hotel on the beachfront. I have only briefly halted in Kilkee twice in the intervening four decades until this weekend when we gathered at the Strand Hotel for a family celebration. Or to give the location its new name, <a href=”the Strand Restaurant and Guesthouse, which as you can see from the photo below, is literally next to the beach.

The Strand Restaurant and Guesthouse, Kilkee, Co. Clare

When I knew it in the 1960s, the Strand Hotel was a typical Irish resort hotel offering decent accommodation and all “mod cons”. As I recall, when I was allowed to help set tables for breakfast by the redoubtable Maureen Quinliven, the menu offered the height of sophistication (in those days) and featured half-grapefruit topped with a glace cherry and “orange juice poured fresh from the tin”.

The Strand is now very different and has evolved to become a very nice guest house under the management of Johnny (my cousin) and Caroline Redmond. Last year The Strand featured on the RTE program “At Your Service” when advice was given by John and Francis Brennan, two of Ireland’s best known hoteliers, as to how the accommodation and restaurant could be improved. The effect was certainly positive and The Strand provided an excellent stopping point – you certainly can’t complain about the view. But then again, I am bound to be biased.

The hotel saw its share of interesting visitors, including one Che Guevara, who stayed in room 3 on September 12, 1961. His entry in the hotel register is under the name “Rafael Trujillo” (third entry from the bottom in the photo below), a pseudonym that Che apparently used when travelling. The entry shows that Che was en route to Prague along with a group of others. The story goes that the airplane he came on from Cuba had landed in Shannon and could not proceed because of fog. The airline took Che and his friends to Kilkee and they arrived at the Strand Hotel. Legend has it that Che made a speech in Spanish in the bar, but that can’t be proved!

Che Guevara's entry in the register of the Strand Hotel

Kilkee is a very beautiful place with its best features being the mile-long strand arrayed around the curve of Moore Bay. The sunsets can be spectacular as the sun dips into the Atlantic and lights up both sides of the bay.

Kilkee sunset as seen from the Strand

Large cliffs protect both sides of Moore Bay. George’s Head is the most prominent to the north. Other cliffs extend to the south towards Loop Head. These cliffs are very accessible by foot from the town and make a pleasant excursion.

George's Head from the Diamond Rocks

Cliffs to the south of Kilkee

En route to the cliff walk, you pass the Diamond Rocks. These form a reef that protects the entrance to Moore Bay and are exposed at low tide, at which time they become a pleasure ground for people who want to swim in the many natural deep pools revealed by the ebbing tide, search for sea creatures or gather molluscs from the rocks, or simply take the opportunity to walk out and admire an unusual and beautiful view of Kilkee and its surrounds.

Swimming in natural sea pools in the Diamond Rocks

It was a real pleasure to come back and rediscover Kilkee. If you’re planning a trip to Ireland and are looking for somewhere to stop that’s different to the normal tourist stops, you would do well to stop at Kilkee and maybe even follow Che’s footsteps and stay at the Strand.

– Tony

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BPOS and Office 365 cloud outages – not quite nirvana yet


Last night (my time) TweetDeck exploded with a mass of customer complaints, observations, witticisms, and moaning about the problems that afflicted the Exchange Online component of Office 365. On this occasion I wasn’t affected because the network problem that Microsoft reported as the root cause only caused problems for their North American datacenters, meaning that users in the U.S., Canada, and Mexico (and possibly elsewhere) bore the brunt of the outage.

The last BPOS outage was closer to home because it happened down the road from me in Dublin, Ireland on August 7. Originally reported as due to a lightning strike (an unusual occurrence in Dublin!), the outage was later traced to a problem in the power network that served both Microsoft’s and Amazon’s datacenters and brought their cloud services crashing to a halt. That outage had prompted me to start composing a commentary outlining the need for technical staff to become involved when companies negotiate SLAs with cloud providers. Last night’s tweeting provided more proof of the point I wanted to make. You can read the commentary on WindowsITPro.com.

– Tony

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Another looming fiasco because IE9 doesn’t work with MMC


Just posted this blog to express some frustration on behalf of the Exchange technical community that Microsoft hasn’t been able to fix the problem that IE9 introduces for Exchange 2007 and Exchange 2010. Essentially, once IE9 is on a server or workstation that runs the Exchange Management Console (EMC), you end up with a situation that you can’t close EMC because it protests that some dialogs are open. The root cause seems to lie in some interaction between the underlying Microsoft Management Console (MMC) and IE9, but it’s just unacceptable that Microsoft has allowed the issue to linger for over four months.

Hopefully the protests will find their way to the ears of Windows and Exchange engineering management and they can sort this embarrassing fiasco out quickly.

– Tony

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Office 365 sessions at Fall Exchange Connections


One of the factors that drives the selection of sessions for a conference is the kind of information that the conference organizers want to offer to attendees. In the case of Exchange Connections, that information is linked to Exchange Server. And right now, the biggest influence on Exchange Server is the advent of Office 365 and the choice point that Office 365 represents for those who currently run Exchange on-premises. The big question now is whether to stay with the tried and tested traditional deployment and continue to run Exchange as in the past, keeping pace with Microsoft as they release new versions, service packs, and roll-up updates, or should they move to a hosted version of Exchange, either Microsoft’s Office 365 or a similar offering from another service provider that can be more customized and refined to meet a company’s needs than the all-in approach found in Office 365.

Because Office 365 is such a huge influence right now, I think it totally appropriate that those responsible for setting the agenda for Fall Exchange Connections (in Las Vegas, NV, Oct 30-Nov 3) have built a strong set of sessions related to Office 365. Hopefully the information offered in these sessions will help people resolve the question around Office 365 and make the right decision for their company. Given the speakers who will deliver these sessions, I’m sure that they will be worthwhile.

For more information about these sessions and a discount code that you can use, please head over to WindowsITPro.com.

– Tony

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Preparation continues for (last) Exchange 2010 Maestro event in October


Just posted on WindowsITPro.com, some idle thoughts about the Exchange 2010 Maestro training event that Paul Robichaux, Brian Desmond, and I will be running in Greenwich, CT on October 26-28. This will probably be the last such event – see the post for the reasons why!

– Tony

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Ambling up to Cherbourg


Driving from the Cote d’Azur to Cherbourg is a 1,350km trek over thirteen or so hours behind the wheel, depending of course on the number of “bouchons” (traffic jams) that you encounter on the French autoroute system. To be fair to the companies that operate the autoroutes, they do their best to communicate with users about likely problems through frequent radio bulletins (alas, always in French, which makes them less useful to “les etrangers”) as well as taking steps such as not planning roadway maintenance during periods of peak travel.

Nevertheless, not everyone is content to attempt a 1,350km drive without a stop and so it was for our return home to Ireland. This time we decided to stop in Bourges, roughly 750km along the road, and stopped at the Hotel de Bourbon Grand Mercure. The hotel reservations site that I use regularly is booking.com, and the reviews of the hotel indicated that it had a strong track record of satisfying people, so the decision was made.

Unfortunately the gourmet restaurant (L’Abbaye Saint-Ambroix) hosted by the hotel in a rebuilt medieval abbey was booked out. Such is life. We did manage to eat breakfast there before departing and enjoyed the surroundings, even if the breakfast itself was expensive by French standards at EUR17 each. We had only booked a standard room and were allocated one on the third floor under the roof. The room was perfectly adequate –compact, clean, and no cause for any complaints.

On the recommendation of the front desk we sallied forth into downtown Bourges to the “Au Serat” restaurant and were delighted by the service and food that was available there. The restaurant was busy and the staff worked at a high tempo but found the time to be pleasant at the same time, which isn’t always the case. Both the Hotel de Bourbon and the Au Serat restaurant are recommended should you find yourself in Bourges.

Resuming our route to Cherbourg, the remaining kilometers passed without any great trauma. France continues to invest in new roads and the A88 autoroute from Tours to Le Mans allowed us to plan a route that completely bypassed the rat’s nest of traffic that invariably occurs anywhere near Paris.

Despite a sea that occasionally caused some movement, the MV Oscar Wilde Irish Ferries voyage from Cherbourg to Rosslare passed without any problem. The ship’s stabilizers coped well with the swell whipped up by the wind as we left Cherbourg and headed towards Land’s End and the weather got better as we neared Ireland in the morning, making a final approach across a sea that had a surface that was almost glassy.

As a change, we tried the Berneval full-service restaurant for dinner and enjoyed a reasonable meal (the Crozes-Hermitage was surprisingly good). The food was accompanied by music provided by two young musicians playing a violin and accordion. Neither of the two players seemed to have any idea of Irish or French music, which you might expect to be played in a restaurant on a ship plying between Ireland and France, so we had to be content with a selection of what seemed to be Hungarian gypsy music.

Irish Ferries has changed its policy this year and now allows patrons to take two courses out of three, charging EUR29.75 instead of its previous all-in price of EUR36.75 (the full menu is available for those who can struggle through master dessert). Perhaps the current harsh economic climate has convinced Irish Ferries that they should do more to convince passengers to use their restaurants, which is always a good thing. It was noticeable that the ferry was not too busy, something that was surprising for travel on August 8 in the middle of the major holiday season. Not good news for ICG shareholders!

– Tony

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