When it comes to outsourcing IT services, one of the most important considerations is the service level agreement or SLA. This is a contract between the provider of the service and the client, which outlines the level of service that will be provided. A good SLA should be clear, concise, and measurable, giving both parties an understanding of what’s expected in terms of performance, availability, and response times.
Microsoft is one of the biggest providers of online services, offering a range of cloud-based solutions to businesses of all sizes. Their Service Level Agreement for Microsoft Online Services sets out the terms and conditions for their cloud services, such as Office 365, Dynamics 365, and Azure. Whether you’re considering using Microsoft’s online services or are already a customer, it’s important to understand what the SLA covers and what your rights and obligations are.
Coverage and Availability
The first part of the SLA covers the availability of Microsoft’s online services. This is measured as a percentage of uptime over a given period of time, with Microsoft guaranteeing at least 99.9% uptime for its core online services. If they fall short of this target, customers are entitled to service credits, which can be used to offset future charges.
The SLA covers a range of services, including email, file sharing, collaboration tools, and hosted applications. However, it’s worth noting that some services, such as Microsoft Teams, have their own specific SLA with different targets and service credits.
Performance and Support
The SLA also covers performance and support, with Microsoft committing to responding to customer support requests within specified timeframes. The SLA sets out the priority levels for support requests, with critical issues being given the highest priority and non-critical issues being lower down the queue.
Microsoft also guarantees certain performance levels for its online services, such as response times for email and file downloads. However, it’s worth noting that these guarantees are based on “typical use cases” and may not apply in all situations. Additionally, some services, such as Azure, have their own specific performance targets and guarantees.
Conclusion
Overall, the Service Level Agreement for Microsoft Online Services is a comprehensive document that sets out the terms and conditions for Microsoft’s cloud-based services. While it’s important to understand what the SLA covers and what your rights and obligations are, it’s also worth remembering that an SLA is just one part of the relationship between a service provider and its customers. To get the most out of any IT service, it’s important to have good communication and a strong working relationship with your provider, as well as a clear understanding of what you need and what’s important to your business.
No products in the cart. 