{"id":1362,"date":"2021-03-16T21:03:00","date_gmt":"2021-03-16T21:03:00","guid":{"rendered":"https:\/\/www.pax8.com\/future-blog\/microsoft-outages\/"},"modified":"2023-05-17T00:57:23","modified_gmt":"2023-05-17T00:57:23","slug":"microsoft-outages","status":"publish","type":"post","link":"https:\/\/www.pax8.com\/blog\/microsoft-outages\/","title":{"rendered":"How to request SLA Credits for Microsoft outages"},"content":{"rendered":"<p>Impacted by recent Microsoft outages? You could be entitled to SLA credits from Microsoft.<\/p>\n<p>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\u2019s what your trusted Microsoft advisors at Pax8 recommend doing to request and obtain SLA credit.<\/p>\n<h2>Next Step Recommendations<\/h2>\n<p>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.<\/p>\n<h3 aria-level=\"3\">Information required by Microsoft<\/h3>\n<p>Our team can\u00a0submit an SLA credit request\u00a0on your behalf,\u00a0but\u00a0we recommend you gather the following\u00a0information\u00a0that is required by Microsoft\u00a0to include in\u00a0the\u00a0support ticket:<span data-ccp-props=\"{&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><strong>\u2022<\/strong> The customer tenant&#8217;s GUID<span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><strong>\u2022<\/strong> The outage incident identifier<span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p>You can find the identifier for the outage incident on the\u00a0<b>Service Health<\/b>\u00a0page in the Microsoft 365 admin center. The\u00a0<b>Outage Incident ID<\/b>\u00a0is 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:<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone wp-image-3999 size-full\" src=\"https:\/\/www.pax8.com\/blog\/wp-content\/uploads\/sites\/13\/2023\/03\/Microsoft-Outage-Identifiers-Pax8-1.png\" alt=\"Microsoft Outage Identifier Codes\" width=\"2000\" height=\"1047\" \/><\/p>\n<h2>Important Notes for Pax8 Partners<\/h2>\n<p><strong>Partners must submit a claim and all required information by the end of the calendar month following the month in which the incident occurred.<\/strong> For example, if the incident occurred on February 15, we must receive the claim and all required information by March 31.<\/p>\n<p>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.<\/p>\n<p>If the SLA credit is approved, Microsoft will process the credit onto the CSP Partner\u2019s account (the credit is normally visible on next month\u2019s invoice). It is the partner\u2019s responsibility to provide credit to their customer(s).<\/p>\n<p>If you\u2019d like to learn more about Microsoft\u2019s policy on outages and how they calculate SLA credit,\u00a0<a class=\"Hyperlink SCXW188331022 BCX0\" href=\"https:\/\/docs.microsoft.com\/en-us\/partner-center\/request-credit\" target=\"_blank\" rel=\"noreferrer noopener\">read this article<\/a>.<\/p>\n<p><a class=\"btn-primary\" href=\"https:\/\/app.pax8.com\/apps\/main\/#\/ticketDashboard\">Submit a Pax8 ticket<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Impacted by recent Microsoft outages? You could be entitled to SLA credits from Microsoft. 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\u2019s [&hellip;]<\/p>\n","protected":false},"author":141,"featured_media":99,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[10,7],"tags":[],"class_list":["post-1362","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-microsoft","category-pax8-partners"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to request SLA Credits for Microsoft outages - Pax8 Blog<\/title>\n<meta name=\"description\" content=\"Impacted by recent Microsoft outages? 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