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Credit-backed
Publishes an SLA backed by tiered service credits: 99.9% uptime, credits up to 100%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.9%
Uptime
100%
Max credit
60d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Microsoft customer support · admin.microsoft.com
Deadline
60 days of incident
Review timeline
Typically within 45 days of receipt of the claim
Credit applied
Applied to Applicable Service Fees
Required evidence: Detailed description of the Incident, Time and duration of downtime, Affected resource names, Number and location(s) of affected users, Description of errors that occurred during the incident
Common exclusions
Scheduled maintenance
Force majeure events
Customer misconfigurations
Free tier services
Beta features
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 10
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Teams Calling Plans
PSTN calls - higher reliability target
Communications
99.999%
covered
Entra ID (Azure AD) Premium
User login and token emission
Identity
99.99%
covered
Exchange Online
Email send/receive and Outlook Web App
Productivity
99.9%
covered
Microsoft 365 Copilot
AI features subject to Service Capacity
AI Platform
99.9%
covered
Microsoft Copilot Studio
Message requests - capped credits
AI Platform
99.9%
covered
Microsoft Teams (Core)
Presence, chat, and meeting initiation
Collaboration
99.9%
covered
OneDrive for Business
File view or edit capability
Storage
99.9%
covered
SharePoint Online
Document read/write to site collections
Productivity
99.9%
covered
Teams Voice Quality
Poor Quality Call percentage metrics
Communications
99.9%
covered
Windows 365 (Cloud PC)
Cloud PC connectivity
DaaS
99.9%
covered
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.
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