Service Level Agreement for Microsoft Online Services

As a subscriber trusting your business critical application with an Online Services provider, you are of course demanding assurance and accountability in the form of Service Level Agreements (SLAs).

The "Service Level Agreement for Microsoft Online Services" covers the following services: 

  • Bing Maps Enterprise Platform
  • Bing Maps Mobile Asset Management
  • Duet Enterprise Online
  • Dynamics CRM Online
  • Exchange Online Archiving
  • Exchange Online
  • Exchange Online Protection
  • Lync Online
  • Office Web Applications
  • Project Online
  • SharePoint Online
  • Translator API
  • Windows Azure Active Directory Rights Management
  • Windows Intune
  • Yammer Enterprise

Financial backing

We provide financial backing to our commitment to achieve and maintain the Service Levels for our Services.  If we do not achieve and maintain the Service Levels for each Service as described in our SLA, then you may be eligible for a credit towards a portion of your monthly service fees.

We calculate the “Monthly Uptime Percentage” for a Service by the following formula:

100 * (x-y) / x

where x = "Total number of minutes in a month" and y = "Downtime"

If the Monthly Uptime Percentage falls below 99.9% for any given month, you may be eligible for the following Service Credit:

Monthly Uptime Percentage Service Credit 
 < 99.9%  25%
 < 99%  50%
 < 95%  100%

Some of our friends in the market take a different view of downtime, and others offers no standard service level agreement.


See also

  • Download the "Service Level Agreement for Microsoft Online Services" - link
  • The Promise and Pitfalls of CRM Service Level Agreements - link
  • Google Apps Service Level Agreement - link



Comments (2)
  1. Brandonh [MSFT] says:

    Good Post.  One update.  Technically, EOP (Exchange Online Protection) has a much more advanced SLA that includes not only a higher service level (99.999), but also guarantees around Spam rates, Virus, etc.

    Details are all here:

  2. Jon Hocut says:

    My current EOP uptime is 91.9% (and falling, since my service is still down.) Who do I contact to get my refund?

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