The Service Level Agreement (SLA) is the specific document that defines Microsoft's commitments for uptime and connectivity for Microsoft 365 services. It details the performance targets, such as a 99.9% uptime guarantee for most services. Crucially, the SLA also describes the remedies, typically in the form of service credits (a percentage of the monthly service fee), that a customer is eligible to receive if Microsoft fails to meet these availability commitments. This directly addresses the company's question about the consequences of not meeting service availability.

B. Microsoft Services Agreement: This agreement governs the use of Microsoft's online consumer services (e.g., Outlook.com, personal OneDrive) by individuals, not enterprise-level services like Microsoft 365.

C. Microsoft Cloud Agreement: This is a transactional licensing agreement for organizations purchasing through a Cloud Solution Provider (CSP), but the specific uptime guarantees are detailed in the SLA.

D. Microsoft Products and Services Agreement: This is a simplified purchasing agreement for software and online services for organizations with 250+ users; it is not the document defining service availability commitments.

E. Microsoft Enterprise Agreement: This is a volume licensing program for large organizations (500+ users) to purchase software and cloud services over a multi-year term, not the SLA itself.

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1. Microsoft Learn. "Describe service level agreements (SLAs)." MS-900: Microsoft 365 Fundamentals. Microsoft

n.d. Accessed October 26

2023.

Reference: In the "What is an SLA?" section

it states

"The SLA also describes what happens if the service provider fails to meet its commitments

which is typically a financial credit." This confirms the SLA contains information on remedies for service availability failures.

2. Microsoft. "Service Level Agreements (SLA) for Online Services." Microsoft Volume Licensing. July 1

2023.

Reference: In the introduction (Page 1

Paragraph 2)

the document states: "If we do not achieve and maintain the Service Levels for each Service as described in this SLA

then you may be eligible for a credit towards a portion of your monthly service fees." This explicitly details the consequence of not meeting the availability targets.

3. Microsoft. "Microsoft Services Agreement." Microsoft Legal. August 15

2023.

Reference: The introductory section clarifies the scope: "This agreement is between you and Microsoft Corporation... and governs your use of the Microsoft consumer products

websites and services listed here (the 'Services')." This distinguishes it from enterprise agreements.