Last updated: Friday 13 November 2026
Microsoft recorded the incident as starting at 18:26 UTC on Thursday 12 November and classified it as a service degradation across the whole Microsoft 365 suite. It first looked like a connection problem for Exchange Online mailboxes in the Americas only, but Microsoft later confirmed it could affect Microsoft 365 users in any region. Microsoft says customers may be unable to connect to Exchange Online, Microsoft Teams, SharePoint Online, Microsoft 365 Copilot and Microsoft Defender XDR.
As of Friday morning it hasn’t been fully resolved. Microsoft has said that servers it brings back online can become unresponsive again once they start receiving traffic, so recovery is gradual. You can follow Microsoft’s updates here: https://status.cloud.microsoft
EdgeTier’s platform doesn’t run on Microsoft infrastructure, so all services (the EdgeTier interface, your dashboards and custom reports, AutoQA, AI tags, Ask Spotlight, anomaly detection, alert generation, etc.) are working as normal.
The outage can affect anything that gets delivered into your Microsoft 365 environment from outside, including (1) email or Teams alerts from EdgeTier, and (2) your customers’ emails.
Our system is still generating phrase tag and Sonar alerts and sending them as usual. However, if your organisation’s email runs on Exchange Online (Outlook) or you receive alerts in Microsoft Teams, Microsoft may delay those alerts or fail to deliver them at all. Alerts that Microsoft fails to deliver might never reach you, even once the outage is over.
Phrase tags and anomalies are still visible in the EdgeTier interface, so please check there until Microsoft confirms the issue is resolved.
The number of emails you’re seeing in EdgeTier might be significantly reduced due to this outage. If your support inbox is hosted on Microsoft 365, emails from your customers may not reach it during the outage. Customers may also be unable to even send outgoing emails themselves.
EdgeTier imports emails from your mailbox, so any email Microsoft hasn’t delivered to you won’t appear in EdgeTier either. Once Microsoft restores delivery, those emails should flow into your inbox and into EdgeTier as normal. We will keep an eye on this. Your IT team can confirm with Microsoft whether any messages were lost.