This morning a customer sent us a short message: can we lodge a complaint about being unable to use Outlook and Microsoft 365? A fair question, and probably one being typed in offices all over Singapore today.
The short answer is yes, your organisation can raise it with Microsoft. The longer answer is that shouting into the void is less effective than using the channels Microsoft has actually built for this. Here they are, taken from Microsoft's own documentation, with sources under each section. For a summary of the incident of 12 to 13 November 2026, see what Microsoft has confirmed and what to do.
First, who is allowed to raise it?
| If you are | Starting point |
|---|---|
| A staff member | Tell your organisation's IT administrator or IT provider, who has access to the Microsoft 365 admin center |
| A Microsoft 365 administrator | Use the channels below in the Microsoft 365 admin center |
| An organisation buying through a reseller or provider | Also inform the company that supplies your licences |
What channels does Microsoft provide?
| Channel | What Microsoft's documentation says |
|---|---|
| Service health | Administrators view current incidents and advisories under Health, then Service health, in the Microsoft 365 admin center |
| Report an issue | If you see a problem that is not listed on the Service health page, select Report an issue and complete a short form. Microsoft reviews related data and reports from other organisations. Submissions and their status appear on the Reported issues tab |
| Feedback on an incident or advisory | Each incident or advisory has an "Is this post helpful?" link for feedback on that post |
| General feedback | A Give feedback option is available on pages of the Microsoft 365 admin center |
| Service credit request | The Service Level Agreement for Microsoft Online Services sets out when credits apply and how to claim. For services bought through the Cloud Solution Provider programme, Microsoft's partner guidance says the provider submits the request |
Administrators can also contact Microsoft support from the admin center about problems that continue after Microsoft reports the service restored.
Sources: Microsoft Learn, How to check Microsoft 365 service health; Microsoft 365 monitoring; How and when to request a credit from Microsoft; Microsoft, Service Level Agreement for Microsoft Online Services.
What should you actually say?
Facts travel further than feelings. Include:
- Your organisation name and tenant ID.
- Microsoft's incident references. For this incident they are EX1550543 (Exchange Online) and MO1550821 (Microsoft 365).
- When the impact started and ended for your users, with the time zone.
- Which services were affected and how many users.
- A factual description of the impact on your work.
- What you are requesting, for example a copy of the post-incident report or a review of service credit eligibility.
Sample wording you can borrow
Subject: Service incident EX1550543 / MO1550821, impact on [company name]
Our organisation, [company name], tenant ID [tenant ID], was unable to use [services] from [start time] to [end time] on [date], [time zone]. [Number] users were affected.
We would like to (1) record this impact against the incident, (2) request a review of service credit eligibility under the Service Level Agreement, and (3) receive the post-incident report when it is available.
[Name, role, company email address]
Polite and specific beats long and furious. If you buy through a provider, send the request from your company email address; Microsoft's partner guidance requires the customer's email to come from the affected tenant's domain.
What happens next?
- Microsoft publishes updates against the incident in Service health. When a post-incident report is available, the status changes to Post-incident report published.
- Any service credit is assessed by Microsoft under the Service Level Agreement. Microsoft's partner guidance says credit relates to the specific services affected and is prorated by the duration of the outage, and that requests must be submitted within one month from the end of the billing month in which the incident occurred.
- Your own agreement governs. If the impact on your business was significant, take professional advice.
Raise it to put it on record. Ask about a credit if you want one. Then spend ten minutes on a plan B.
For more, see how to claim a Microsoft 365 service credit and email continuity for SMEs: do you need a plan B.
Getting help in Singapore
If you are not sure who administers your Microsoft 365 or who supplies your licences, check who invoices you for them. For continuity planning, call (65) 6978 3502, email Sales@sourceit.com.sg or use our contact page.
Frequently asked questions
Can we lodge a complaint about being unable to use Outlook and Microsoft 365? Your Microsoft 365 administrator can raise it with Microsoft through the admin center, and you can inform the company that supplies your licences.
How do we report a problem that is not listed? Microsoft's documentation says to select Report an issue on the Service health page and complete the form.
Which incident references apply? EX1550543 for Exchange Online and MO1550821 for Microsoft 365.
Can we request a service credit? Microsoft's Service Level Agreement sets out when credits apply and how to claim. Microsoft assesses each request.
This article is general information compiled from the Microsoft sources linked above as at 13 November 2026. It is not legal, contractual or professional advice, and it is not a statement by or on behalf of Microsoft. Refer to Microsoft's documents and your own agreement.
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