Microsoft Teams Outage: Understanding Your Rights Under the SLA


Dear [CSP name],

I hope this message finds you well. I am reaching out to discuss a service credit claim concerning the recent outage of Microsoft Teams. Specifically, I am referring to incident TM710344, which lasted for 695 minutes, equating to approximately 1.4% of January’s total minutes. Despite the discrepancy in the duration of the outage, I believe I am still entitled to a 10% service credit for the Teams service on my bill.

For your reference, the outage of TM710778, which occurred from January 25th at 8:00 PM to January 29th at 1:36 AM, spanned a total of 4,656 minutes. Given that January has 44,639 minutes, this outage accounts for 1.04% of the month. According to the Service Level Agreement (SLA) for Teams in January 2024, a 50% service credit is warranted for an uptime percentage below 99%. This information was obtained from Microsoft’s official SLA documentation for Online Services for the year 2024.

I kindly request that you review this matter and provide the appropriate service credit as per the SLA terms. Thank you for your attention to this issue.

Best regards,

[Your Name]


Dear [CSP name],

I trust this correspondence finds you in good health and spirits. I am reaching out to initiate a dialogue regarding a service credit request due to a recent Microsoft Teams service interruption. The incident in question, TM710344, resulted in a service downtime of 695 minutes. This duration represents roughly 1.4% of the total minutes in January. Despite the variance in outage length, my assessment leads me to believe that I am justified in requesting a 10% service credit for the Teams component of my invoice.

To provide a comparative context, I would like to bring to your attention another incident, TM710778, which transpired from the evening of January 25th to the early hours of January 29th. The cumulative downtime for this event was 4,656 minutes. With January encompassing 44,639 minutes, the aforementioned outage constitutes 1.04% of the entire month. The Service Level Agreement (SLA) for Teams in January 2024 stipulates a 50% service credit for any uptime percentage that falls below 99%. This directive is corroborated by the official SLA documentation for Online Services for the year 2024, accessible via Microsoft’s licensing page.

In light of these facts, I respectfully request that you examine the specifics of this case and accord the suitable service credit as delineated by the SLA provisions. Your prompt and considerate attention to this matter is greatly appreciated.

Warm regards,

[Your Name]

This article format provides a professional and courteous approach to addressing a service credit claim with a Cloud Service Provider (CSP), referencing specific incidents and SLA terms to support the request.

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