Describe Service Level Agreements
Microsoft 365 has a service-level agreement (SLA) attached to it. An SLA details the service provider’s commitment to providing a defined level of availability and reliability. Microsoft 365’s SLA for operation includes 99.9% availability, excluding scheduled downtimes (typically, this is for service upgrades).
Service-Level Agreement Features
Microsoft provides a mechanism to refund 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 on March 15...
