The number of users impacted is important.
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Where Downtime is measured in user minutes for each month,ĭowntime is defined as any period of time where users cannot access the relevant services.ĭowntime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident. Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula: I’m not a lawyer and the agreement is between Microsoft and the customer, but here is a breakdown of the key points. You should reference this document as authoritative and not my blog. The agreement is publicly accessible from Microsoft here. The Service Credits awarded in any billing month for a particular Service or Service Resource will not, under any circumstance, exceed your monthly service fees for that Service or Service Resource, as applicable, in the billing month. Service Credits are your sole and exclusive remedy for any performance or availability issues for any Service under the Microsoft Agreement and SLA. The Service level agreement offers service credits if Microsoft falls below its SLA. This is in line with most of the other Office 365 services that also offer a 99.9% SLA. Which is up to 43 minutes 49.7 seconds of downtime per month before it’s breached. Interestingly while the Calling Plans, Phone System, and Audio Conferencing SLA went to 99.99%, the core service SLA and Voice quality SLA remain at 99.9%. If customers also have direct routing or operator connect, they will have to consider the SLA of their operator to get a complete picture of the SLA for their users.
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In both those cases, Microsoft specifically does not take responsibility for third parties: “This SLA does not apply to outages caused by any failure of third-party software, equipment, or services that are not controlled by Microsoft, or Microsoft software that is not being run by Microsoft itself as part of the Service.” It also covers “calls with Call Queues or Auto Attendant” These were not previously mentioned. This means it also covers the Microsoft elements of Direct Routing and logically the Microsoft elements of operator connect. Voice Quality – If impacted by the Microsoft network and only if the user is using a wired Teams IP PhoneĬalling Plans, Phone System, and Audio Conferencing has been modified in this SLA update, previously it only covered Calling Plans and PSTN Audio Conferencing, but now covers Phone System too.Calling Plans, Phone System, and Audio Conferencing.
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Microsoft Teams (Core service) – Presence, Chat Messaging, and Online Meetings.The Teams service is actually covered by 3 SLAs: Microsoft Teams – Calling Plans, Phone System and Audio Conferencing SLA and Service credit Since launching the SLA for Microsoft Teams has been 99.9% uptime, today Microsoft updated their Service Level Agreements (SLA) for Online Services to change that to 99.99% uptime, but specifically for Calling Plans, Phone System and Audio Conferencing.