Because Mason’s e-mail and calendar is a cloud service, in some cases only Microsoft has access to the settings and systems necessary for issue resolution. In these cases, details of the process may be unavailable to Mason, with the result that we unfortunately may be unable to provide the community with as much specific information as we would like to.
When this occurs, we still work hard to follow up, ensure Microsoft staff understand the issue, and establish the root cause to reduce the possibility it will happen again. We and our support partners at Microsoft are committed to working together as diligently and quickly as possible to fix problems.
We encourage users or their support providers to contact the ITU Support Center for each user affected by unexpected behavior or difficulty with campus IT services like e-mail and calendar. Doing so will help compile accurate statistics on how broadly a problem is impacting the Mason community and help collect data that might lead to a resolution.
Overall, cloud services bring many benefits to Mason. Mason’s contract with Microsoft and other vendors specifies support levels to be provided to Mason and we strive to ensure our vendors meet these requirements in order that the benefits are realized as fully as they can be.
If you have a question, please contact the ITU Support Center.