The SLA credits will be automatically applied to your account. . USD 29 per month. Download the most recent version (Japanese) (March 2023):Microsoft accounts are created for services including Outlook, Windows Live, and Hotmail. ;Select the severity, and support communication. Clients and subclients that are deconfigured or have backup activity disabled. The Azure SLA sets out the minimum service. Subject : Attn Chaitanya. Cloud-first backup and disaster recovery for servers, workstations, and Microsoft 365. Learn about Premier Support. Minor incident with low impact. Designated Support Engineering for Office 365 Requires 600 Hour Commitment. Providing your organization with better support, faster case resolution, and more flexibility than Microsoft Unified Support. Minimal business impact (Sev C): <8 business hours 3. Critical business impact (Sev A): <2 hours. C < 8 hrs. If you're unable to resolve an issue, you can escalate it to Microsoft in the following ways: Commercial issue support: Support is available to all partners in the CSP program. To create an Azure support ticket, an organizational account must have the EA administrator role or Partner administrator role. The current and archived editions of the SLA are available for download and they cover Azure, Dynamics 365, Office 365, and Intune. Your governance document outlines all of the rules and guidelines about how SharePoint should be used in your organization, so it’s the perfect place to include an SLA. Applicable From: Select the field that specifies the date and time from which the SLA items will be calculated. 99% of the time. In the Work Items pane, expand Work Items, expand Activity Management, expand Review Activities, and select Activities Assigned to Me. 1. If the results don't help, at the bottom, select Contact Support. Understand Microsoft’s SLA for Unified and Premier Support. A customer-based service-level agreement is tailored to meet the individual requirements of a single customer. More information: Set a default SLA. IP Service Level Agreement. If you're creating a new SLA in Unified Interface, you'll see the Create SLA dialog box. Enterprises demand more than just availability from their cloud infrastructure. 99 percent (from 99. C case. An important purpose of contract management software is to streamline administrative tasks and reduce overhead by providing a single, unified view of each. Support for billing and subscription management-related issues as well as technical break-fix issues is available at all support levels. they are not being cancelled/stopped when the status changes). SCOPE. Microsoft Azure Data Manager for Agriculture Azure Data Manager for Agriculture extends the Microsoft Intelligent Data Platform with industry-specific data connectors and capabilities to bring together farm data from disparate sources, enabling organizations to leverage high quality datasets and accelerate the development of digital agriculture. Cost. C cases have a 4-business hour target. “ Bringing Unified Support onboard was pivotal in accelerating our journey. A customer-based SLA is a contract with one customer, covering all the services used by this customer. Azure confidential VMs (DCav5/ECav5) are VM based Hardware Trusted Execution Environment (TEE) that leverage SEV-SNP security features to deny the hypervisor and. Microsoft provides technical support for the following examples: Connectivity to all Kubernetes components that the Kubernetes service provides and supports, such as the API server. V. Critical business impact (Sev A): = 1 hour Minimal business impact (Sev C): = 4 business hours Moderate business impact (Sev B): = 2 business hours Critical business impact. Urgent is equivalent to a Severity B case and Important is a Severity C case. If you would like to create a new IcM incident, please consider using the action Create an IcM incident. SLA Exceeded Check Flow. Download the most recent version (Spanish (International)) (March 2023):In fact, Microsoft SLA’s specifically recommends 3rd party backups, “We recommend that you regularly backup your content and data that you store on the services or store using third-party apps and services. Support scope. Containment and isolation are the two main steps in remediating a SEV 1 incident. Getting back so much for not meeting that SLA is a pretty good deal. After your credit, move to pay as you go to keep building with the same free services. SEV 2. Response within 8hr. Moderate business impact. Most ITSM tools have a priority matrix embedded in their process workflows, so assigning a priority is included in the incident or request logging process. 99 for availability. Not all of them only find answer and blindly quote answers from their KB. Activate MS Office 2016 Without a Product Key. Sep 30, 2022, 9:26 AM. You want to transfer reservation or savings plan ownership. SLA uptime. Usually, this involves isolating the server where the incident occurred and severing the connection to other servers to contain the incident. B versus a Sev. Critical business impact (Sev A): <2 hours. Misalnya, penyedia layanan IT dapat membantu bisnis kamu dengan sistem penggajian atau sistem penagihannya. SEV 3. Support ticket number. Microsoft. Additionally, the communication cadence increases for a Sev. proactive support across all Microsoft technologies, Unified Enterprise helps customers reduce costs, optimize solutions, and move forward confidently. This means that you will have two standard namespace and your client code will be sending/consuming the messages from both the namespace. 99% SLA target to its service-level agreement (SLA). The new SLA is backed with financial commitments for credit if Microsoft doesn’t meet its standards. Understand Microsoft’s SLA for Unified and Premier Support. Major incident response. . All sections of the Agreement. Watch the video. For example, at the time of writing, API. Microsoft Volume Licensing Service Level Agreement for Microsoft Online Services (Worldwide English, January 1, 2018) 4 Table of Contents → Introduction → General Terms → Service Specific Terms → Appendices Introduction About this Document This Service Level Agreement for Microsoft Online Services (this “SLA”) is a part of your. Moderate business impact. You can contact Microsoft by going to this link: Virtual Agent - Microsoft Support and type "talk to an agent" and try and bring it up with them. You need the Access ID and a Contract ID for your Partner support contract, the first time you use the benefits. SCOPE. MICROSOFT UNIFIED ENTERPRISE SUPPORT FEATURES. SeeMicrosoft Azure (Virtual Machines/Compute) Remote Desktop; Internet Information Services (IIS) Operating Systems Used . 9% uptime for the calendar month. SLA assessment and calculation determine a level of compliance with the agreement. While you have your credit, get free amounts of many of our most popular services, plus free amounts of 55+ other services that are always free. Critical business impact (Sev A): <2 hours. 1 Business plans include business hours support for all non-critical issues and 24/7 phone support from Microsoft. USD1,000 per month. 6. Please sign in to rate this answer. The Services Resource also serves as the point of information delivery and. Temporary disruption to a non-critical system. [1] Maximum severity for Developer support is Severity C. 9% of the. : W eb services p olicy framework. Data Protection. Microsoft Support is Included with Your Office 365 and Azure Subscription. Included for all Azure customers. Severity C: Minimal Impact: Minimum business impactIntroduction to the Microsoft Services Agreement. Premier Support for Enterprise. A service level agreement is an important component of business procedure with several benefits for organizations, teams, and vendors: An SLA establishes trust and peace of mind among all parties involved. HubSpot's Marketing & Sales SLA Template. You can also Follow up or Reassign the approval. In addition to the new Lv2 size announcement from earlier today, I am also excited to share two GA sizes available today: We’re announcing general availability (GA) of the B-Series VMs. Contract management software is a program or series of related programs for storing and managing legal agreements such as contracts with vendors, leases and licensing agreements. Catastrophic Business Impact: Complete loss of one or more primary systems or services and core business processes / business-critical work cannot reasonably continue. You do not need to raise a request or ask for a refund. Minimal business impact (Sev C): <4 business hours3. if you have any other questions, please feel free to post back. The Service Level Agreements (SLA) describe Microsoft’s commitments for uptime and connectivity for Microsoft Online Services. The minimum contract price is $50,000. Pay only if you use more than your free monthly amounts. 90 days. In the example below the SLA is 99. C case. The current and archived editions of the SLA are available for download and they cover Azure, Dynamics 365, Office 365, and Intune. Most practitioners use a scale of 1 to 5, whereby 1 is a critical or major incident, and 5 is a minor request or a "nice to have. If in doubt, review the CEN here:. The current and archived editions of the SLA are available for download and they cover Azure, Dynamics 365, Office 365, and Intune. Support for billing and subscription management-related issues as well as technical break-fix issues is available at all support levels. Note that each severity level is associated with an initial response time commitment (or "SLA"). You can also read this article that's may help you with complaining to them. We are announcing GA of the Azure M-Series, the VM family with the largest CPU and memory sizes, with up to 4 TB. Any of the IaaS layers will be Microsoft responsibility and therefore be bounded by the SLA: a) Cloud and DC Facility Management (physical datacenters – not disclosed. Hi! My name is Mohammad and I am a global telecommunications and IT professional helping organizations with my effective project management, core mobile expertise and software development skills. 3. SLA AI + Machine Learning Analytics Compute Databases Development Identity + Security IoT + MR Integration Management + Governance Media + Comms Migration Networking Storage; 100% Azure DNS 99. From Support for Business, select the Dynamics 365 product family followed. A service-level agreement (SLA) is an agreement between a service company and a service customer. Support contracts are NOT required for Microsoft 365 admin center requests eg Office 365, Enterprise Mobility Suite, Microsoft Intune or Windows. Access to live Microsoft-hosted educational sessions, available on a wide selection of support and Microsoft technology topics, delivered remotely online. Major incident with significant impact. Critical loss of application functionality or performance resulting in a high number of users unable to perform their normal functions. Go to the Approvals app in Microsoft Teams. Summary. Moderate business impact (Sev B): <4 hours. $9. An SLI (service level indicator) measures compliance with an SLO (service level objective). Microsoft Enterprise Support. The current and archived editions of the SLA. Make time your competitive advantage. A support ticket claim for failure to meet an SLA must be submitted within three business days after the end of the contracted month. Ken Configure SLA Admin Panel -> Manage -> SLA Sev-A (1 hour, 24/7) Sev-B (4 hours, 24/7) Sev-C (8 hours, business hours)From the Power Platform admin center, select Help + support from the left navigation pane and then New support request from the top navigation. 2 The maximum severity (business impact) for Standard is “A” regardless of. 9% uptime, financially backed service level agreement (SLA)" A: Microsoft Premier Online is a private Web site exclusively for Premier support customers worldwide. “ Bringing Unified Support onboard was pivotal in accelerating our journey. 3. Can you please help if there are any MS design standards for SLA's with SQL Server i. That's really strange, your experience with Microsoft. For other languages and severities, support provided during local business hours. Browse Encyclopedia. An incident that causes errors, minor problems for users, or a heavy system load. ; Select the severity, and support communication. Apigee. Start free. Compare our partner support plans. Due to Microsoft no longer offsetting expenses with SAB credits used in year one and removing any special transition discounts used from Premier Support. Once a fix is in production, the impacted teams must monitor the application for at least an hour to confirm it recovered. 99% SLA for Teams Phone and Calling on December 1. Escalation Management. Microsoft will attempt to provide assistance to perform a search if the customer does not have the ability to search across engagements (tickets). While this severity rating system is intended to provide a broadly objective assessment of each issue, we strongly encourage. As mentioned in the SLA for App Service doc. Check Point Direct Support Program Service Level Agreement. While this severity rating system is intended to provide a broadly objective assessment of each issue, we strongly encourage. : Call Mr. Once a fix is in production, the impacted teams must monitor the application for at least an hour to confirm it recovered. Introduction. Cove Data Protection. Keep in mind that "initial response" means that Support will look at your ticket and send you a reply within the. Enhanced SLAs include the following features not available in standard SLAs: Creation of dashboards or reports based on the SLA KPI Instance entity. Compensation for a valid SLA claim will be a credit against a future invoice for the Cloud Service based on the duration of time during which production system processing for the Cloud Service is not available (“Downtime”). USD29 per month. Only the service credit information can be found. Sev. Critical incident with high impact. An agreement typically includes consequences of missing the SLO targets. The Help + support panel opens and displays workspace-specific links to relevant Partner Center documentation. Microsoft datacenters are designed to implement a strategy of defense-in-depth, employing multiple layers of safeguards to reliably protect our cloud architecture, and supporting infrastructure. Included with any Dynamics 365 purchase. JoeThat’s why Azure Service Health provides official incident reports and root cause analyses (RCAs) from Microsoft. A service-level agreement (SLA) defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any. 99% SLA for Teams Phone and Calling on December 1. SeeReputation points. 99% of the time. e. Business-critical dependence. This support plan has been built to accelerate your cloud adoption journey through a complete coverage for cloud, hybrid, and on-premises solutions across all Microsoft products. It provides a high degree of trusted guidance and competence to our agencies and helps keep the Government of South Australia moving in the right direction. Premier Support for Enterprise. PRICE. In the Service Manager console, select Work Items. then follow this link - Microsoft Azure Fundamentals (AZ-900) Certification Sample Questions. All those will not carry weight if. From the Lifecycle Services portal, choose a project, select Support from the option list, and then select Submit an incident. Usually, this type leverages a single contract, which is convenient for the. ChaitanyaNaykodi-MSFT 17,631 Reputation points • Microsoft Employee 2023-03-17T00:58:11. Critical business impact (Sev A): <1 hour . Azure Service Level Agreement (SLA) is a contract between Microsoft and its customers outlining the service levels customers can expect from Azure. Premier Support for Partners provides comprehensive support services for established businesses—including ISVs, managed services providers, and systems integrators—while Advanced Support for Partners is ideal for growth-minded cloud partners who need a higher level of service than the Microsoft Cloud Partner. Geting a faster SLA with DCG up to 10 minutes. You also ensure that Microsoft has your accurate contact information. Advisory, escalation and account management services are available at the Professional Direct and Microsoft Unified support levels. SEV B: Moderate business impact : <2 Bus. Customer Service Hub. Regards, Ahmed Ibrahim SQL Server Setup Team My Blog This posting is provided "AS IS" with no warranties, and confers no rights. To partner on behalf of customers, or from Microsoft directly to customers 4: Support case severity/initial response times. This article is a complete list of all platform (that is, automatically collected) metrics currently available with the. For example, from an Enterprise Agreement or a Microsoft Online Subscription Agreement (MOSA) to a Microsoft Customer Agreement. Support contracts are required for Dynamics 365 (Power Platform and Lifecycle Services). Know the status of an SLA KPI Instance record. Nah berikut ini merupakan jenis-jenis SLA: Service Level Agreement berbasis pelanggan: Penyedia layanan dan pelanggan merumuskan SLA berdasarkan layanan yang akan diberikan. If you're using Office 365 operated by 21Vianet, some of the information below might not apply. The only thing that appears possible is to create an SLO which contains the aforementioned objects; doesn't that make the SLO an SLA? The article posting creates an SLO and simply. Microsoft promises that "Sev A" cases (outages) get a response time of 2 hours. Moderate business impact. With Microsoft. e if 99. Sub-service: alerts. Included for all Azure customers. Aが上げられるのは、例えばシステム停止などの重要障害で、顧客やエンドユーザにリアルタイムで影響がでている時; Sev. Business-critical dependence. Critical business impact (Sev A): <2 hours. Accelerate the value of your business-critical solutions with a personalised, proactive approach to help drive the outcomes you need most. The new timer addresses key feedback that we received from our customers. Important: The Software Assurance 24x7 Problem Resolution Support benefit is retired as of February 1, 2023. They will often have fixed terms for target availability, but you can negotiate service credits. Maker. While an SLA will be unique to your needs, here are some examples and templates that can give you an idea of what an SLA may look like. Application Integration. A client receives messages. What I wanted to know is how reliable service bus queues and topics are and whether I can use them out of the box. For questions about your subscription, see the appropriate Licensing guide. Double click on Incident SLA Management Settings and configure the warning threshold. *Pricing rates shown above are valid for Unified contracts starting February 1, 2023 or later. Go to the Administratoin/Settings view in the console. The Service Provider is responsible for Tier 1 support directly to its Resellers, Subresellers and/or End. If failure time is set to 10 hours, then you see 1. The 99. UNIFIED ENTERPRISE SUPPORT. Support cases are opened through a special phone number and support queue with Microsoft Customer Service and Support (CSS). Minimal business impact (Sev C): <8 business hours 3. B cases have a 2-business hour response target while Sev. D. The type of data contained within the "data" field. 999%. e if 99. To partner on behalf of customers, or from Microsoft directly to customers 4: Support case severity/initial response times. • Conducting service-review meets for process. I will help escalate the issue. Scroll down to the Tags field > select the Defender Experts check box. 2. Aの場合、障害解消が見込まれてSev. 3. number of sla achieved per month. Needs immediate attention. You don’t have to worry about tasks such as deploying hardware. sla each month (sla achieved / sla achieved + sla breached) sla target at 90%. Otherwise, Microsoft might, at its discretion, decrease the severity to level C. – Sev 1 critique : 15 minutes pour Azure/1 heure pour tous les autres produits. com or use support portal Level 2: Call on our Toll Free Support IVR +91-9852704704 (IND) or +1714245683 (US) Extn:2. Non-critical functionality affected. The new SLA is backed with financial commitments for credit if Microsoft doesn’t meet its standards. m. – 1-hour Sev A/2-hour Sev B/4-hour Sev C. " Why InvGate Service Desk is the best helpdesk and ticketing. : Azure Monitor ensures that all data and saved queries are encrypted at rest using Microsoft-managed keys (MMK). An SLA functions as a documented understanding between the entity providing the service and the one receiving the benefits of the service. 3833333+00:00 @KenS , You can follow the steps mentioned by JimmySalian below to escalate the issue. SLAs are used to define these different aspects of service. 9% of the time. Accelerate the value of your business-critical solutions with personalized support delivered through a mix of reactive, proactive, and in-depth support solutions. However, if you would like to update an IcM incident, I suggest use the action Create or update an IcM. In the Reporting workspace, select Microsoft Service Level Report Library. 99%. dataType. Support is available 24 hours a day, seven days a week, in English for all severities and in Japanese for severity A only. SLA is a promise of a service’s availability (uptime & connectivity). Describe the severity of the issue and level of support required. Thread URL: Link to this thread. Contact support. The service makes use of the Secure Encrypted Virtualization and. Or in more plain English, Unified IRT SLA Service Level Agreement means Microsoft must respond 24×7 to Unified customers. Production workload environments. As example the SLA for App Service running in. Microsoft Volume Licensing Service Level Agreement for Microsoft Online Services (Worldwide English, January 1, 2018) 4 Table of Contents → Introduction → General Terms → Service Specific Terms → Appendices Introduction About this Document This Service Level Agreement for Microsoft Online Services (this “SLA”) is a part of your. Microsoft has highly secured datacenter facilities spread. Multi-level SLA:The Microsoft Service Level Agreement (SLA) for Microsoft 365 Business Premium guarantees that Microsoft will make its services available to you with 99. If you word a request in a way that isn't clear to. For Dynamics 365 Sales, Customer Service, Field Service, Marketing, and Project Service Automation billing support, see Purchasing and billing FAQs in the Microsoft Power. To partner on behalf of customers, or from Microsoft directly to customers 4: Support case severity/initial response times. Microsoft Volume Licensing Service Level Agreement for Microsoft Online Services (Worldwide English, December 1, 2021) 5 Table of Contents à Introduction à General Terms à Service Specific Terms à Appendices Service Resource or Service tier, as applicable. , plans, defined roles, training, communications, management oversight) for quickly discovering an attack and then effectively containing the damage, eradicating the attacker's presence, and restoring the. To partner on behalf of customers, or from Microsoft directly to customers 4: Support case severity/initial response times. Snowflake is adding a 99. If the SLA for a particular service is 99. A significant problem affecting a limited number of users in production. But I am not able. Based on the business hours, the timer displays the time remaining to meet the SLA or the elapsed time since the SLA failed. Containment and isolation are the two main steps in remediating a SEV 1 incident. Production workload environments. In LCS, the Support tile opens a tool that helps you manage support incidents. CustomerSource can continue to be used to access Dynamics specific downloads. Go to Help + support from a resource menu. Professional support incidents can be supported 24 hours a day or during business hours until they’re resolved. If you get a drop-down list, select the one closest to your question, or continue typing your question, then press Enter. Confidential containers on Azure Container Instances (ACI), Microsoft's serverless confidential computing platform, were released to limited preview in May 2022 and this week the company moved them into public preview, giving a wider range of organizations access. Standard details 1 24x7 in English for Sev A and B and in Japanese for severity A. Simply put, an SLA is a written agreement that specifies the requirements for server or application uptime and the penalties for not meeting those requirements. Acronis Service Provider Support Guidelines. azure. Enter a description of your issue, confirm your. A < 1 hr. Moderate business impact. Double click on Incident SLA Management Settings and configure the warning threshold. Likes (1) What are the official SLAs for SRs when reporting a. First call response in 15 minutes or less. SEV-1: Critical issue that warrants public notification and liaison with executive teams. 9% SLA. Unified Enterprise is designed to match the needs of your organization by providing comprehensive coverage for your entire Microsoft portfolio. This requires you to have a license to use the SLA table (unless you are read-only) . Support contracts are required for Dynamics 365 (Power Platform and Lifecycle Services). A service level agreement (SLA) is a legal obligation or set of obligations made between a service provider and a client or customer. The SLA depends on unchanging standards, which makes it simple and straightforward for vendors. Severity 1. BILLING AND SUBSCRIPTION MANAGEMENT SUPPORT. SEV 1. Right from the alignment of expectations to building stronger relationships, the role of SLAs is extremely important for any organization. On the Purchase Services page, select Details on Professional Direct Support for Microsoft 365 and complete your. 5% and—making numbers up here—let’s say you pay $4 per user per month, you’d get back $1 per user affected: 25%. Moderate business impact (Sev B): <4 hours. Status Meetings and Reporting . The New SLA Item dialog box appears. Hi, Does anyone know what the performance SLA is based upon in SCOM 2007 SLA Dashboard V1. Critical business impact (Sev A): <2 hours. Functionality has been severely impaired for a long time, breaking SLA. 01-23-2021 03:09 PM. Microsoft admins can view the status of services and find out when maintenance is scheduled. | Sev. No SLA is provided for Apps under either the Free or Shared tiers. Please remember to click "Mark as Answer" and "Vote as Helpful" on posts that help you. , Riegen, C. This handbook will help you and your team understand the following aspects of your experience with Pega's global. This is the threshold at which you will change the incidents' SLA status to Warning. Minimal business impact (Sev C): <4 business hours 3. In addition to the new Lv2 size announcement from earlier today, I am also excited to share two GA sizes available today: We’re announcing general availability (GA) of the B-Series VMs. Nowadays, with the initiation of large utility-like cloud computing providers, most Service Level. Skip to main content. Microsoft Azure offers multiple support plan options, from Basic support if you are just starting with your digital transformation strategy, to. Service Level Agreement (SLA) plays a. There are 4 different levels of disaster severity related to the contact center, and each level impacts the experience you deliver to your customers. 0800-1700 CST excluding US. Enhanced SLAs include the following features not available in standard SLAs: Creation of dashboards or reports based on the SLA KPI Instance entity. 5) Issue impacting an individual (with a workaround). Support plan entitlements are derived based on several different identifiers. CustomerSource can continue to be used to access Dynamics specific. Microsoft Azure services released to General Availability and. This means that your business will have access to all of the features and functionality of Microsoft 365 Business Premium for at least 99. Also includes legacy Use Term documents such as the Product Use Rights, Product List, and Online Services Use Rights. (minimum 20 users) Starts at $50,000/year3. I received an EMAIL at Noon with questions asking about this issue. cn The Service Level Agreements (SLA) describe Microsoft’s commitments for uptime and connectivity for Microsoft Online Services. 00. Severity 2 = Single-service/SLA impact: Customer Production outage or degradation; SLA impacting (< 99% availability in at least 1000 requests or latency over 2 minutes) for at least 2 bots; This will generate a phone call to the Redmond-based team. Use lowercase for the spelled-out term, and note the hyphen. Moderate business impact. The Microsoft Unified Enterprise Support Services Description provides you with information on the support services that are available to purchase from Microsoft. Digital resources tailored to your Support needs. To partner on behalf of customers, or from Microsoft directly to customers 4: Support case severity/initial response times. – For Critical Business System Down issues, resource. Regards, Asif. Included for all Azure customers. Critical business impact (Sev A): <2 hours. To partner on behalf of customers, or from Microsoft directly to customers 4: Support case severity/initial response times. Minimal business impact (Sev C): <8 business hours 3. Type a question or keyword into the text box. (2) ( S ervice L evel A greement) A contract between the provider and the user that specifies the level. Service level agreement (SLA): within two business days: Package application: Production: Deployable package application: Five hours: Five hours: Sandbox point-in-time restore: Any Tier 2 or higher sandbox: Database point-in-time restore: Five hours: Four hours: Production point-in-time restore: Production: Database point-in-time restore: Based. [deleted] • 5 yr. 8M and 7% of the next. Signatories: 2. SEV 4: A minor incident that has minimal impact on business operations. Critical business impact (Sev A): <2 hours. Save 50% on Costs and Get a 15 Minute Feedback - Guaranteed Microsoft Premier Support SLA Understand Microsoft's SLA for Unified furthermore Premier Support. The Service Level Agreement (SLA) outlines all the technical standards your service shall strive to adhere to. Critical business impact (Sev A): <= 1 hour (Azure Rapid Response <= 15 mins; Unified Enhance Response <=30 mins) Catastrophic business impact (Sev 1): <=15 minutes (Unified Enterprise) Customer specific architectural support such as design reviews, performance tuning, configuration and implementation assistance delivered. Incident severity levels are a measurement of the impact an incident has on the business. com with a description of the issue. And there is no way for us to contact support about their breaking their own SLAs. Microsoft Azure SLA started with the categories of the services. This could include a customer data loss, a security breach, or. Posted on December 5, 2017. Moderate business impact (Sev B): <4 hours.