Microsoft service outage has reached 18 hours and counting, it has disrupted several businesses and others. This makes those using microsoft online service eligible to claims of service credits towering up to 50% currently as stated in their
Service Level Agreements for online services. You should check your package(s) and observe the SLA as applicable to it to file a claim. Note when it went down and when it came back up, you'll need it in filing your claims.
The uptime is calculated as follows:
((User Minutes - Downtime) / User minutes) * 100
The service credits owed can be observed from the uptime falling below certain percentages for example
Uptime percentage | |
<99.9% | 25% |
<99% | 50% |
<95% | 100% |
Calculating for just 10 hours, we have
(((30*24*60) - (10*60)) / (30*24*60)) * 100
= ((43200 - 600) / 43200) * 100 = 98.6%. This is <99% which makes users eligible for 50% service credit.
How to claimClaims
In order for Microsoft to consider a claim, you must submit the claim to customer support at Microsoft Corporation including all information necessary for Microsoft to validate the claim, including but not limited to: (i) a detailed description of the Incident; (ii) information regarding the time and duration of downtime; (iii) affected resource names; (iv) the number and location(s) of affected users; and v) a description of errors that occurred during the incident. Failure to provide the required information will result in claims being rejected. For detailed guidance on monitoring and logging Azure resources, please refer to the Azure Monitor log analytics queries tables” article or any successor articles on Microsoft Learn. This resource provides essential data and insights needed for Azure claims.
For a claim related to Microsoft Azure, we must receive the claim within 60 days of the Incident. For claims related to all other Services, we must receive the claim by the end of the Applicable Period following the month in which the Incident occurred. For example, if the Incident occurred on February 15th, we must receive the claim and all required information by March 31st.
We will evaluate all information reasonably available to us and make a good faith determination of whether a Service Credit is owed. We will use commercially reasonable efforts to process claims promptly following an investigation, typically within forty-five (45) days of receipt of the claim. You must be in compliance with the Agreement in order to be eligible for a Service Credit. If we determine that a Service Credit is owed to you, we will apply the Service Credit to your Applicable Service Fees.
If you purchased more than one Service (not as a suite), then you may submit claims pursuant to the process described above as if each Service were covered by an individual SLA. For example, if you purchased both Exchange Online and SharePoint Online (not as part of a suite), and during the term of the subscription an Incident caused Downtime for both Services, then you could be eligible for two separate Service Credits (one for each Service), by submitting two claims under this SLA. In the event that more than one Service Level for a particular Service is not met because of the same Incident, you must choose only one Service Level under which to make a claim based on the Incident. Unless as otherwise provided in a specific SLA, only one Service Credit is permitted per Service for an Applicable Period.
https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services
