Updated SLAs for Microsoft Teams Calling Plans, Phone System, and Audio Conferencing

Originally posted by Microsoft Dec 3, 2021 Microsoft Teams 0 Comments

We’ve recently updated the service level agreements (SLAs) from 99.9 to 99.99% for the following Microsoft Teams Phone services:

• Calling Plans
• Phone System
• Audio Conferencing

When will this happen:

This policy will be effective as of Dec 1, 2021.

How does this affect my organization:

Microsoft guarantees end users will be able to initiate a PSTN call, dial into conference audio via the PSTN, or process calls with Call Queues or Auto Attendant at least 99.99% of the time.

When any of these metrics fall below 99.99% in a given month, Microsoft calculates the total downtime and payout service credit based on length of incident. Microsoft is the only company that supports these services with a monthly service credit up to 100%.

SLA calculations and service credit details can be found within the Microsoft Teams – Calling Plans, Phone System and Audio Conferencing section of Service Level Agreements (SLA) for Online Services.

Notes:

• Service Credits will be paid against only the actual service(s) that are impacted.
• The SLA does not cover outages caused by a failure of third-party software, equipment, or services not controlled by Microsoft, or Microsoft software not being run by Microsoft as part of the service (e.g., third-party PBX solutions integrated into Teams.)
• Learn more about Service Credits.

Message ID: MC301471