Microsoft has updated the SLAs for Teams Calling Plans, Phone System, and PSTN Audio Conferencing to four nines / 99.99%.
This reflects the continuous work Microsoft are doing in the background to provide the very best quality, reliability, availability and calling experiences. Microsoft say in their blog that “while it’s natural to do a simple comparison of SLAs throughout the industry, there’s richer story about the new SLAs for Teams Phone that goes beyond the nines”.
SLA goes beyond just phone systen
The Microsoft Teams SLA is actually made up of multiple Microsoft Teams components which are defined separately in the SLA;
- Microsoft Teams (the core service) that includes chat, calling, meetings etc.
- Calling Plans, Phone System, auto attendant service and PSTN Audio Conferencing
- Voice Quality (if impacted by Microsoft network and not your own LAN/WiFi)
In this update, Calling Plans, Phone System, and Audio Conferencing have risen from the previous 99.9% to 99.99%. Voice quality SLA remains at 99.9% (which is about 44 minutes a year) and in line with the core Microsoft 365 SLA.
When any of these metrics fall below 99.99% in a given month, Microsoft calculates the total downtime and pay-out service credit based on length of incident (in minutes) multiplied by the number of users potentially impacted by the incident or outage and provide monthly service credit back at up to 100%.
Here’s how Microsoft calculates SLA’s for Teams Voice:
Note; This SLA does not cover outages caused by a failure of third-party software, equipment, or services not controlled by Microsoft, or Microsoft software not being run by Microsoft as part of the service (e.g. third-party PBX solutions integrated into Teams). This also excludes Carrier Connect services so its important to check the SLAs with your provider (if you have one).