Azure Entra ID SLA Credits & Refunds

Azure's SLA framework treats security services like Entra ID as a measurable commercial commitment, not a courtesy. If Entra ID falls below its monthly uptime target, you can claim credits — but only if you file through the Azure portal with the right billing evidence. This guide covers the exact Entra ID thresholds, exclusions, and claim procedure.

What this guide covers

• The official Azure Entra ID uptime commitment and credit tiers
• Which incidents qualify (and which exclusions silently disqualify claims)
• How to file an Entra ID credit request inside the Azure claim window
• Why manual claim recovery typically leaves money on the table

Frequently asked questions about Azure Entra ID SLAs

What is the typical SLA uptime guarantee for Azure Entra ID?

Azure guarantees 99.99% uptime for Entra ID (formerly Azure Active Directory) Basic and Premium services, covering both user authentication and core directory APIs. The free edition included with Azure subscriptions has no financially backed SLA. If Azure fails to meet this commitment during a billing cycle, you are eligible to receive a portion of your Entra ID spend back as a service credit.

How do I claim Azure Entra ID SLA credits after an outage?

Submit a billing support request through the Azure portal: Help + Support → New support request → Issue type: Billing → Problem type: Service credit request. Within two months of the billing period in question, provide the affected Subscription ID and Resource ID, the start and end timestamps of the impacted period, your evidence (Azure Monitor logs, Resource Health alerts, or independent monitoring), and your calculated Monthly Uptime Percentage for Entra ID. Microsoft validates against its internal incident records before issuing the credit to your billing account.

What exclusions apply to the Azure Entra ID SLA?

Specifically, failures in customer-controlled federation infrastructure (such as on-premises ADFS, Entra Connect sync, or third-party identity providers) and Conditional Access policy misconfigurations are not covered.

Why is it difficult to get refunds for Entra ID outages manually?

Security and identity services fail quietly. A Entra ID disruption may not crash anything visible — it just causes authentication latency, silent permission denials, or policy-propagation delays that surface as user-reported bugs. Proving an SLA breach for Entra ID requires logs that capture these symptoms at request granularity, which most teams don't retain by default.

Related Azure SLA guides

Other Azure services creditable through the same portal-based billing request process:

• Azure Key Vault SLA credits — Security
• Azure Virtual Machines SLA credits — Compute
• Azure Blob Storage SLA credits — Storage
• Azure SQL Database SLA credits — Database

Recover Azure credits without a portal grind

Azure billing support requests for Entra ID aren't difficult to file — they're tedious. Each one takes the same kind of subscription-ID, resource-ID, timestamp, and uptime-calculation packaging, repeated for every incident across every subscription you own.

Next Signal detects Entra ID SLA breaches across your Azure tenants, packages the credit request in the format Microsoft expects, and submits it. See how it works or start a free trial.