Understanding Microsoft 365 service-level agreements
Like most service offerings, Microsoft 365 has a service-level agreement (SLA) attached to it. An SLA is the service provider's commitment to providing a defined level of availability and reliability. In the case of Microsoft 365, the SLA for operation includes 99.9% availability, excluding scheduled downtimes (typically, this is for service upgrades). Microsoft provides a mechanism to recuperate a portion of your bill as service credits, should they fail to meet the SLA.
Microsoft's SLA identifies a few important notes about claims:
- Claims must be submitted to Microsoft's customer support and should include details of the service outage, such as the timeline and duration, the number of users and locations affected, and the steps you took to resolve the issue.
- Claims must be received by the end of the calendar month, following the month where the incident occurred (for example, if the incident occurred...
