{
  "slug": "microsoft-365",
  "name": "Microsoft 365",
  "vendor": "Microsoft 365",
  "website": "https://www.microsoft.com/microsoft-365",
  "category": "enterprise-software",
  "category_name": "Enterprise Software",
  "tags": [],
  "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
  "last_verified": "2025-12-20",
  "status_page": null,
  "scope": "global",
  "default_credit_policy": {
    "calculation": "tiered",
    "remedy": "credit",
    "max_credit_percent": 100,
    "automatic": false,
    "credit_tiers": [
      {
        "below": 99.9,
        "credit": 25
      },
      {
        "below": 99,
        "credit": 50
      },
      {
        "below": 95,
        "credit": 100
      }
    ]
  },
  "claim_process": {
    "deadline_days": 30,
    "deadline_basis": "incident_date",
    "business_days": false,
    "method": "Admin Center",
    "url": "https://admin.microsoft.com",
    "required_evidence": [
      "Account ID",
      "Affected services",
      "Incident timestamps",
      "Impact description"
    ],
    "review_days": 30,
    "credit_application": "Applied to next invoice"
  },
  "exclusions": [
    "Scheduled maintenance",
    "Force majeure events",
    "Customer misconfigurations",
    "Free tier services",
    "Beta features"
  ],
  "support_tiers": [
    {
      "name": "Standard",
      "slug": "standard",
      "price": "Included",
      "sla_eligible": true,
      "response_time": "< 24 hours"
    },
    {
      "name": "Enterprise",
      "slug": "enterprise",
      "price": "Custom",
      "sla_eligible": true,
      "response_time": "< 1 hour"
    }
  ],
  "services": [
    {
      "id": "m365-entra-premium",
      "name": "Entra ID (Azure AD) Premium",
      "category": "identity",
      "description": "User login and token emission",
      "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
      "uptime": 99.99,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "m365-exchange",
      "name": "Exchange Online",
      "category": "productivity",
      "description": "Email send/receive and Outlook Web App",
      "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "m365-copilot",
      "name": "Microsoft 365 Copilot",
      "category": "ai-platform",
      "description": "AI features subject to Service Capacity",
      "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "m365-copilot-studio",
      "name": "Microsoft Copilot Studio",
      "category": "ai-platform",
      "description": "Message requests - capped credits",
      "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "m365-teams-core",
      "name": "Microsoft Teams (Core)",
      "category": "collaboration",
      "description": "Presence, chat, and meeting initiation",
      "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "m365-onedrive",
      "name": "OneDrive for Business",
      "category": "storage",
      "description": "File view or edit capability",
      "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "m365-sharepoint",
      "name": "SharePoint Online",
      "category": "productivity",
      "description": "Document read/write to site collections",
      "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "m365-teams-calling",
      "name": "Teams Calling Plans",
      "category": "communications",
      "description": "PSTN calls - higher reliability target",
      "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
      "uptime": 99.999,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "m365-teams-voice-quality",
      "name": "Teams Voice Quality",
      "category": "communications",
      "description": "Poor Quality Call percentage metrics",
      "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "m365-windows365",
      "name": "Windows 365 (Cloud PC)",
      "category": "daas",
      "description": "Cloud PC connectivity",
      "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    }
  ],
  "notes": "Microsoft 365 is a Enterprise Software provider. See the official SLA at [https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services](https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services).\n\n<!-- Add human-readable notes about Microsoft 365's SLA nuances here. -->"
}