I recently submitted a request for SLA credits due to an outage that many of us experienced last week, but it was rejected right away. According to Microsoft's guidance on the incident, they confirmed that no service credits or financial compensation will be provided for this specific outage, which led to my request being denied. Has anyone else faced a similar situation? Their post-incident report indicates over 10 hours of downtime, yet the downtime allowance is less than an hour to stay under the 99.9% SLA threshold.
5 Answers
Did you file your request through a VAR? If not, that could be why it was instantly denied. I recommend opening another case or asking for an escalation.
Can you clarify which outage you’re talking about? There were issues on the 18th and the 22nd, both with published PIRs. I received credits for the second one, though I hadn’t asked about the first. They both should qualify for credits.
I'm referring to the incident on the 22nd (MO1221364). I read the PIR, but this is the first time I faced an immediate rejection.
Microsoft's PIR basically acknowledged their service breakdown while their billing department seems to deny liability. It’s a classic case of miscommunication, isn’t it?
It seems like your request might have been auto-denied, likely due to the systems being down and not properly recognizing the outage. It's frustrating!
Yeah, customers really hate it when that happens.
Just to note, an outage less than an hour seems like it should indeed fall below that 99.9% SLA threshold. Remember, there are 8760 hours in a year, and 0.1% of that is around 8.76 hours.
True, but keep in mind Microsoft's SLA is calculated monthly, which allows for roughly 44 minutes of downtime per month instead.
No, my request went directly to Microsoft (or their outsourced support). It’s already been escalated, but it just takes them a while to grasp what I'm asking.