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Microsoft 365 SLA

Enterprise Software ·microsoft.com/microsoft-365 ↗ ·verified 2025-12-20

99.999%

Uptime commitment

100%

Max service credit

30d

Claim window

Manual

Credit application

standard

Min plan for SLA

Service credit policy

Calculation: tiered · Remedy: credit · Max 100%

If monthly uptime falls below	Service credit
99.9%	25%
99%	50%
95%	100%

Submission method	Admin Center — admin.microsoft.com ↗
Deadline (submission)	30 days — Submit within 30 days of incident
Review timeline	30 business days
Credit applied	Applied to next invoice

Required evidence: Account ID, Affected services, Incident timestamps, Impact description.

Service	Category	Uptime	SLA
Entra ID (Azure AD) Premium User login and token emission	Identity	99.99%	eligible
Exchange Online Email send/receive and Outlook Web App	Productivity	99.9%	eligible
Microsoft 365 Copilot AI features subject to Service Capacity	AI Platform	99.9%	eligible
Microsoft Copilot Studio Message requests - capped credits	AI Platform	99.9%	eligible
Microsoft Teams (Core) Presence, chat, and meeting initiation	Collaboration	99.9%	eligible
OneDrive for Business File view or edit capability	Storage	99.9%	eligible
SharePoint Online Document read/write to site collections	Productivity	99.9%	eligible
Teams Calling Plans PSTN calls - higher reliability target	Communications	99.999%	eligible
Teams Voice Quality Poor Quality Call percentage metrics	Communications	99.9%	eligible
Windows 365 (Cloud PC) Cloud PC connectivity	DaaS	99.9%	eligible

Tier	Price	SLA-eligible	Availability
Standard	Included	Yes	Business hours
Enterprise	Custom	Yes	24/7