Microsoft 365 service level agreements
As with any cloud-based service offering, Microsoft 365 subscriptions come with a guaranteed amount of uptime (such as a 99 percent available uptime average over the period of one year). The details of the guarantee vary from one cloud service provider to another and are detailed in a legal agreement between a cloud service provider and the customer, known as a Service Level Agreement (SLA).
In addition to your CSP’s SLA, Microsoft offers Microsoft 365 subscribers a Microsoft Online Services Agreement that documents our commitment to achieve and maintain service levels for each service.
Make sure you thoroughly review any service agreement before you sign it. Ask yourself the following questions:
- How does the CSP determine whether service levels are being achieved?
- Who's responsible for measurement, and how can I obtain reports?
- What exceptions are there in the SLA?
- When the SLA is not met, what’s the remedy for the deficiencies?
- What happens when maintenance (both scheduled and emergency) is performed?
- What happens when a malicious hacker targets my organizations or the infrastructure that we’re running on, and the result is downtime?
- What happens when third-party system failures or services are not under the vendor’s control?
- What happens if the service is brought down by acts of war or natural disasters, such as earthquakes, floods, storms, tornadoes, or hurricanes?
- What limits to the CSP’s liability are stated in the SLA?
View the following video to learn more.