Microsoft 365 (O365) SLA Credits

What is Microsoft 365's uptime guarantee, and how are credits calculated? Microsoft 365 Business Premium carries a 99.9% uptime commitment per calendar month, equivalent to approximately 43 minutes of tolerated downtime per month. If actual uptime falls below this threshold, Microsoft applies a tiered credit structure: 25% credit for uptime between 99.0% and 99.9%, 50% credit for uptime between 95.0% and 99.0%, and 100% credit for uptime below 95%. Credits are capped at the monthly service fees for the affected subscription.

How do I file an SLA claim for Microsoft 365 / Office 365 downtime? Microsoft 365 SLA claims must be submitted with logs validating the outage impact on your organization's users and services. The claim must confirm that the disruption was not caused by your own network configuration, on-premises infrastructure, or user-side factors. Claims are submitted through the Microsoft 365 admin center or through your Microsoft enterprise agreement contact.

Are Microsoft 365 SLA credits available for all service plans? Microsoft 365 SLA credits apply to paid commercial plans, including Microsoft 365 Business Premium, Enterprise E3, and Enterprise E5. Free plans, trial subscriptions, and services designated as preview features are not covered. The SLA applies specifically to cloud-hosted Microsoft 365 services; on-premises components of hybrid deployments are outside the scope.