{ "schema_version": "1.2.0", "generated_at": "2026-09-09T01:12:48.605Z", "last_modified": "2026-06-23", "result": { "slug": "microsoft-365", "name": "Microsoft 365", "vendor": "Microsoft 365", "website": "https://www.microsoft.com/microsoft-365", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 25 }, { "below": 99, "credit": 50 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": null, "deadline_basis": "end_of_month_following_incident", "business_days": false, "method": "Microsoft customer support", "url": "https://admin.microsoft.com", "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" ], "review_days": 45, "credit_application": "Applied to Applicable Service Fees" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Unified Core", "Unified Advanced", "Unified Performance" ], "has_24x7": true, "fastest_response": "1 hour (Sev A, 24x7)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.microsoft.com/en-us/microsoft-unified/plan-details", "note": "Covered under Microsoft Unified; CSAM and proactive services scale by tier. Targets, not credit-backed. Via Microsoft Unified (Services Hub portal + phone); CSAM assigned. Sev A initial response ~1 hour (Performance edition ~30 min) — the 15-min figure is Azure-only." }, "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" } ], "sla_tiers": [], "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, "last_verified": "2026-06-23", "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, "last_verified": "2026-06-23", "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, "last_verified": "2026-06-23", "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, "last_verified": "2026-06-23", "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, "last_verified": "2026-06-23", "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, "last_verified": "2026-06-23", "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, "last_verified": "2026-06-23", "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, "last_verified": "2026-06-23", "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, "last_verified": "2026-06-23", "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, "last_verified": "2026-06-23", "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" } }