Microsoft bumps Teams Phone Service Level Agreement to 99.99% uptime

by Alexandru Poloboc
Alexandru Poloboc
Alexandru Poloboc
News Editor
With an overpowering desire to always get to the bottom of things and uncover the truth, Alex spent most of his time working as a news reporter, anchor,... read more
Affiliate Disclosure
  • Microsoft is making yet another change to their top communications app. 
  • The Redmond company modified the Service Level Agreement for Teams.
  • Thus, we are now looking at a 99.99% uptime, instead of the earlier 99.9%.
  • This is actually up to 43 minutes 49.7 seconds of downtime per month.
teams SLA

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If you are a Teams user and actively check out our articles about the Redmond company’s communications app, you surely know there’s always something new in Microsoft Teams.

All the way from innovative user experiences designed for workplace flexibility and collaboration, to behind-the-scenes improvements in dependability, resiliency, and call and meeting quality.

Since launching the SLA for Microsoft Teams has been 99.9% uptime. However, Microsoft updated their Service Level Agreements (SLA) for Online Services to change that to 99.99% uptime.

These modifications have been specifically tailored for Calling Plans, Phone System and Audio Conferencing. And, just in case you weren’t aware, the Teams service is actually covered by three SLAs:

  • Microsoft Teams (Core service) – Presence, Chat Messaging, and Online Meetings
  • Calling Plans, Phone System, and Audio Conferencing.
  • Voice Quality – If impacted by the Microsoft network and only if the user is using a wired Teams IP Phone

SLA and Voice quality core services SLA remain at 99.9%. 

Furthermore, in addition to creating anywhere, any device calling experiences, Teams Phone provides a reliable PSTN service through proactive network monitoring.

It also brings automated system optimization, and fault-tolerant redundancy to the table, all these features supported by the tech giant’s infrastructure.

Each of these elements play an important role in developing service level agreements (SLAs) that reflect our commitment to the continuity of your operations.

This service also covers Microsoft’s of Direct Routing and elements of operator connect. Aditionaly, it also covers calls with Call Queues or Auto Attendant.

In both those cases, Microsoft specifically does not take responsibility for third parties, saying that this SLA does not apply to outages caused by any failure of third-party software, equipment, or services that are not controlled by Microsoft.

If customers also have direct routing or operator connect, they will have to consider the SLA of their operator to get a complete picture of the SLA for their users.

However, while the Calling Plans, Phone System, and Audio Conferencing SLA went to 99.99%, the core service SLA and Voice quality SLA remain at 99.9%. 

This is actually up to 43 minutes 49.7 seconds of downtime per month before it’s breached, in line with most of the other Office 365 services that also offer a 99.9% SLA.

What is your opinion on this change made by Microsoft? Share your thoughts with us in the comments section below.

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