Microsoft Dynamics Service Level Agreement
Microsoft Dynamics Service Level Agreement: Understanding the Fine Print
In today`s fast-paced business world, companies rely heavily on their technology infrastructure to operate efficiently and effectively. Microsoft Dynamics, a suite of enterprise resource planning (ERP) and customer relationship management (CRM) software, is a popular choice for businesses seeking a comprehensive system to manage their operations. However, before implementing Microsoft Dynamics, it is essential to understand the service level agreement (SLA) that comes with the software.
What is an SLA?
An SLA is a legal agreement between a service provider and a customer that outlines the level of service that will be provided. It establishes the expectations and obligations of both parties and provides a way to measure performance and determine compensation in case of service disruptions.
Microsoft Dynamics SLA
Microsoft provides an SLA for each of its cloud services, which includes Microsoft Dynamics. The SLA outlines Microsoft`s commitment to the availability and performance of their services and allows customers to hold Microsoft accountable for any disruptions.
Availability and Uptime
Microsoft`s SLA guarantees an uptime of 99.9% for its cloud services, including Dynamics. Uptime refers to the amount of time a service is available and accessible to users. This means that the system may be down for a maximum of 8.76 hours per year. If the uptime falls below this threshold, customers can request a service credit.
Performance
The SLA also guarantees specific performance targets for Dynamics. For example, Microsoft guarantees that 95% of transactions will be completed within ten seconds. If this target is not met, customers can request a service credit.
Service Credits
If Microsoft fails to meet its SLA commitments, customers may be eligible for service credits. Service credits are a form of compensation that can be applied to future service bills. The amount of the service credit is typically based on the severity of the disruption and the length of time it lasted.
Disaster Recovery and Data Protection
Microsoft`s SLA includes commitments related to disaster recovery and data protection. They guarantee that customer data will be replicated to multiple data centers, and they maintain backup copies of customer data. This ensures that in the event of a disaster, data can be recovered quickly and easily.
Key Takeaways
When considering implementing Microsoft Dynamics, it is vital to understand the SLA that comes with the software. This agreement outlines Microsoft`s commitment to the availability and performance of their services and provides a way to measure and hold Microsoft accountable for any disruptions. The SLA guarantees an uptime of 99.9% and specific performance targets for transactions. Customers may be eligible for service credits if Microsoft fails to meet its SLA commitments. Finally, the SLA includes commitments related to disaster recovery and data protection, ensuring that customer data is kept safe and can be recovered quickly and easily in the event of a disaster.