{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "microsoft-dynamics-365",
    "name": "Microsoft Dynamics 365",
    "vendor": "Microsoft Dynamics 365",
    "website": "https://dynamics.microsoft.com",
    "category": "enterprise-and-operations",
    "category_name": "Enterprise & Operations",
    "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": null,
      "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 following claim approval"
    },
    "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 (Severity A, ProDirect/Unified, 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": "D365 served via Microsoft Unified; Sev1 1-hour response target, 24/7. CSAM on Unified; Sev A initial response under 1 hour (a target, not a credit-backed SLA)."
    },
    "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": "dynamics-commerce",
        "name": "Dynamics 365 Commerce",
        "category": "e-commerce",
        "description": "Unified commerce",
        "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": "dynamics-customer-service",
        "name": "Dynamics 365 Customer Service",
        "category": "customer-service",
        "description": "Customer service platform",
        "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": "dynamics-finance",
        "name": "Dynamics 365 Finance",
        "category": "erp",
        "description": "Financial management",
        "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": "dynamics-marketing",
        "name": "Dynamics 365 Marketing",
        "category": "marketing",
        "description": "Marketing automation",
        "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": "dynamics-sales",
        "name": "Dynamics 365 Sales",
        "category": "crm",
        "description": "Sales automation",
        "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": "dynamics-supply-chain",
        "name": "Dynamics 365 Supply Chain",
        "category": "erp",
        "description": "Supply chain management",
        "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 Dynamics 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 Dynamics 365's SLA nuances here. -->"
  }
}