The Microsoft Service Level Agreement (SLA) for Microsoft 365 Business Premium guarantees that Microsoft will make its services available to you with 99.9% uptime for the calendar month. This means that your business will have access to all of the features and functionality of Microsoft 365 Business Premium for at least 99.9% of the time each month. If Microsoft does not meet this uptime guarantee, you may be eligible for a service credit.
To know if your business is covered by an SLA, you can check your Microsoft 365 subscription agreement. The SLA is typically included in the appendix of your agreement.
Here are some of the key terms of the Microsoft 365 Business Premium SLA:
- Uptime: Microsoft guarantees that its services will be available to you with 99.9% uptime for the calendar month.
- Service credits: If Microsoft does not meet the uptime guarantee, you may be eligible for a service credit.
- Incident: An incident is any event that results in an interruption of service.
- Response time: Microsoft has a response time of four hours for incidents that impact more than 1% of customers.
- Resolution time: Microsoft has a resolution time of eight hours for incidents that impact more than 1% of customers.
If you experience an outage with Microsoft 365 Business Premium, you can report the incident to Microsoft by using the following steps:
- Go to the Microsoft 365 admin center.
- Click on the "Support" tab.
- Click on the "Report an issue" button.
- Select the service that is experiencing the outage.
- Provide a brief description of the issue.
- Click on the "Submit" button.
Microsoft will investigate the issue and will provide you with an update as soon as possible. If you are eligible for a service credit, Microsoft will automatically credit your account.
To find the SLA documentation for Microsoft 365, you can visit the Microsoft Service Level Agreement website (https://www.microsoft.com/licensing/servicelevelagreements) and navigate to the section for Microsoft 365 or search for "Microsoft 365 Service Level Agreement." This documentation will provide the comprehensive details of the SLA and how it applies to Microsoft 365 Business Premium.
It's important to note that Microsoft's SLA is a legal agreement between Microsoft and its customers, so it's recommended to consult with legal or procurement professionals in your organization to ensure that you fully understand the terms and conditions of the SLA and how it applies to your specific business needs.
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