Microsoft Dynamics 365 Online Service Level Agreement: What You Need to Know
Microsoft Dynamics 365 is a powerful suite of cloud-based business applications that helps organizations manage everything from sales and marketing to finance and operations. However, like any software product or service, there are certain service level agreements (SLAs) that are in place to ensure that users experience minimal downtime or disruptions to their workflow. In this article, we’ll take a closer look at the Microsoft Dynamics 365 Online Service Level Agreement and what it means for users.
What is a Service Level Agreement?
In simple terms, a service level agreement is a contract between a service provider and a user that outlines the level of service that will be provided. For Microsoft Dynamics 365, the SLA covers the availability and reliability of the service, as well as the response times for any issues or outages that may occur.
The Microsoft Dynamics 365 Online Service Level Agreement
The Microsoft Dynamics 365 Online Service Level Agreement (SLA) is designed to ensure that the service is available and reliable for users around the clock. Here are some of the key terms of the SLA:
Availability
Microsoft guarantees that the service will be available 99.9% of the time in any given month. This means that the service will be up and running for all but 43 minutes in a 30-day month. However, this guarantee does not cover downtime due to factors beyond Microsoft’s control, such as natural disasters or power outages.
Reliability
In addition to availability, Microsoft guarantees that the service will be reliable and perform as expected. This includes ensuring that data is stored and backed up securely, and that system updates and maintenance are performed seamlessly and with minimal disruption to users.
Response Time
If users experience any downtime or performance issues with Microsoft Dynamics 365, Microsoft has committed to responding quickly to resolve the issue. Under the SLA, Microsoft customer support is available 24/7, and the response time for critical issues is four hours or less. For less urgent issues, the response time is 16 hours or less.
Penalties
In the event that Microsoft fails to meet any of the terms of the SLA, users may be eligible for service credits or refunds. The amount of the credit or refund will depend on the severity and duration of the issue, and will be calculated based on the user’s monthly subscription fee.
Conclusion
The Microsoft Dynamics 365 Online Service Level Agreement is an important contract between Microsoft and its users that outlines the level of service that can be expected. By guaranteeing availability, reliability, and a timely response to any issues that may arise, Microsoft is committed to providing a high-quality service that meets the needs of its users. If you’re considering using Microsoft Dynamics 365 for your business, it’s important to understand the SLA and how it may impact your workflow.
