On Monday, March 15, 2021, Microsoft experienced service outages, which impacted the operations of many of our partners and their clients. As such, clients that experienced service outages are able to request service-level agreement (SLA) credits from Microsoft for compensation. Here’s what your trusted Microsoft advisors at Pax8 recommend doing to request and obtain SLA credit.
Next Step Recommendations
Rather than dealing with the headaches of going to Microsoft directly, we recommend that partners open a support ticket within the Pax8 Platform for us to work with Microsoft on your behalf to obtain an SLA credit. If you think you need SLA credit, partners must submit their support ticket within 30 days.
Information required by Microsoft
Our team can submit an SLA credit request on your behalf, but we recommend you gather the following information that is required by Microsoft to include in the support ticket:
• The customer tenant’s GUID
• The outage incident identifier
You can find the identifier for the outage incident on the Service Health page in the Microsoft 365 admin center. The Outage Incident ID is a number preceded by a two-letter abbreviation that indicates the affected service (for example, EX25194 for an Exchange Online outage). The follow table describes common service abbreviations:
Important Notes for Pax8 Partners
Partners must submit a claim and all required information by the end of the calendar month following the month in which the incident occurred. For example, if the incident occurred on February 15, we must receive the claim and all required information by March 31.
CSP Partners must submit individual service requests for credit or refunds for each customer impacted if less than 10. If there is a single event or reason for the credit or refund that impacts more than 10 customers the partner can file a single service requests and provide a list of the impact customer tenants.
If the SLA credit is approved, Microsoft will process the credit onto the CSP Partner’s account (the credit is normally visible on next month’s invoice). It is the partner’s responsibility to provide credit to their customer(s).
If you’d like to learn more about Microsoft’s policy on outages and how they calculate SLA credit, read this article.