Microsoft Unified Support SLA Service Level Agreement.
MICROSOFT UNIFIED SUPPORT SERVICE LEVEL AGREEMENT (SLA)
See the Microsoft Unified Support Service Level Agreement (SLA) to understand what MS Unified Support guarantees for response time, ticket resolution and more.
What is a Microsoft Unified Support Service Level Agreement (SLA)?
Microsoft Unified Support is designed to match the needs of your enterprise by providing comprehensive support coverage for you entire Microsoft portfolio. As your business transforms to utilize the power of the cloud, so must your systems, your processes, and the skills of your people. To succeed in today’s way of working, you need your technology to evolve with you and you need your support to do the same.
A Service Level Agreement (SLA) defines the level of service you expect from Microsoft, laying out the metrics by which service delivery is measured, as well as remedies or financial penalties should agreed-upon service levels not be achieved. It is a critical component of any Microsoft support contract.
The Microsoft Unified Support SLA Service Level Agreement should help maximize your enterprise’s uptime by ensuring:
- faster response times
- shorter time to resolution
Unified Support Service Level Agreement (SLA) – Initial Response Time
Initial Response Time (IRT) is defined as the time elapsed between a customer opening a support ticket and Microsoft responding to the ticket request. Or in more plain English, Unified IRT SLA Service Level Agreement means Microsoft must respond 24×7 to Unified customers within the specified timeframe below.
| Unified Support Core Plan |
Unified Support Advanced Plan |
Unified Support Performance Plan |
Unified Support Enterprise Plan |
Premier Support US Cloud Plan |
|---|---|---|---|---|
| 8 Hours Standard | 4 Hours Standard | 4 Hours Standard | 4 Hours Standard | 15 Minutes Standard |
| 1 Hour Critical | 1 Hour Critical | 1 Hour Critical | 30 Minutes Critical | 15 Minutes Critical |
Unified Support Service Level Agreement (SLA) – Time to Resolution
Time to Resolution is a Microsoft support metric measuring the average amount of time between when a customer support ticket is created and when the ticket is marked as “resolved.” The MS Unified Support Time To Resolution SLA Service Level Agreement may also be called Mean Time to Resolution or Time to Resolve and abbreviated as MTTR SLA or TTR SLA.
| Unified Support Core Plan |
Unified Support Advanced Plan |
Unified Support Performance Plan |
Unified Support Enterprise Plan |
Premier Support US Cloud Plan |
|---|---|---|---|---|
| 3.4 Days Severity C Low | 3.2 Days Severity C Low | 2.9 Days Severity C Low | 2.7 Days Severity C Low | 1.9 Days Severity C Low |
| 3.9 Hours Severity 1 Critical | 3.9 Hours Severity 1 Critical | 3.7 Hours Severity 1 Critical | 3.6 Hours Severity 1 Critical | 2.4 Hours Severity 1 Critical |
Unified Support Service Level Agreement (SLA) – Penalties for Failure
Financially backed service credits are the most common type of penalty for failing to perform against a Service Level Agreement (SLA). In plain English, the Microsoft Unified Support SLA Service Level Agreement violation is compensated in a service credit or extension in service if egregious.
| Unified Support Core Plan |
Unified Support Advanced Plan |
Unified Support Performance Plan |
Unified Support Enterprise Plan |
Premier Support US Cloud Plan |
|---|---|---|---|---|
| None | ≤ 70%, 0% SLA Credit | ≤ 70%, 0% SLA Credit | ≤ 80%, 0% SLA Credit | ≤ 90%, 4% SLA Credit |
| None | ≤ 50%, 0% SLA Credit | ≤ 60%, 0% SLA Credit | ≤ 70%, 0% SLA Credit | ≤ 80%, 10% SLA Credit |
