Service Level Agreement Office 365

Service Level Agreement (SLA) Office 365: What You Need to Know

If your organization is using Microsoft`s Office 365 suite for communication, collaboration, and productivity, then you`ll want to know about the service level agreement (SLA) that comes with it. Why? Because it outlines the level of service you can expect from Microsoft, and what you can do if that level isn`t met.

What is an SLA?

An SLA is a contract between a service provider (in this case, Microsoft) and a customer (your organization). It defines the level of service and support the provider will deliver, as well as the customer`s responsibilities and how issues will be handled. It also sets out the consequences if the provider fails to meet the agreed service levels.

What`s in Office 365`s SLA?

Microsoft`s SLA for Office 365 covers a range of areas, including:

– Uptime: Microsoft guarantees that Office 365 will be available at least 99.9% of the time. This excludes planned maintenance (which should be communicated in advance), and any issues caused by factors outside of Microsoft`s control (such as internet outages).

– Data protection: Microsoft commits to keeping your data safe and secure, and to notifying you promptly if there`s a data breach. It also provides a range of options for backup and recovery of your data.

– Technical support: Microsoft provides 24/7 technical support for Office 365, with response times varying depending on the severity of the issue.

– Financial credits: If Microsoft fails to meet the agreed service levels, you may be entitled to financial compensation in the form of credits towards your subscription fees.

What should you do if you experience issues?

If you experience any issues with Office 365, the first step is to check Microsoft`s service health dashboard to see if there are any known issues affecting your service. If there`s no information there, or if the issue persists despite any suggested actions, you should contact Microsoft`s technical support for assistance.

If the issue is severe and Microsoft fails to meet the agreed service levels, you can request financial compensation in the form of service credits. This compensation is based on the length of time your service was affected and the impact it had on your organization.

In summary, understanding the SLA that comes with your Office 365 subscription is important for ensuring you get the level of service and support you need. It`s also important to know what to do in the event of any issues, and how you can hold Microsoft accountable if it fails to meet its commitments.