Hello and welcome to this Microsoft 365 Fundamentals, Training course. My name is Kristen Mico. We are catching up on the next part of our series. We're talking on 4.1, I believe, is the module that we're on now or the lesson I should say. Certainly. In Model four on, we're going to be carrying on talking about
service level agreements. We just got finished
with the options that were involved in the different servicing that you can have the different support options. So we're gonna movinto S l A's.
So what does it stand for? Let's start from the beginning. S l. A stands for service level agreement,
all right. And this is basically where you are talking about having a legal document in place where people agree to certain levels of services. All right, that's what we're talking about. So the document itself covers the service or services that you get
the performance levels that you're expecting from those services.
A swell as the responsibility. Who's in charge of things when things go wrong and that makes it very clear. Now
don't get me wrong. They sound all well and good, but most sl A's are designed to protect the cloud provider, not the user. Unfortunately, in this day and age so there are some questions that you should ask when you sign an S L A.
The biggest ones are How does the CSP remember? The CSP is the cloud service provider.
Determine where the service levels are being achieved. So what do they What's the metric that they use? Who's responsible for the measurement and how can I obtain a report as a system admin?
What exceptions are there in the S L. A. That's a key one, because trust me, there will be a few.
And also when the S L. A has not met, what's the remedy for the deficiency? Now that's just legal. Speak for what is the
That's what they're talking about. So many sl Aves will say we guarantee 99% up time or whatever it might be and they say right, that means that there's four hours of downtime or whatever it might be if you go over four hours of downtime. That's obviously a breach of the S L A. So how much do you get paid
for that downtime? well, how you know, what's the problem? Break down there in terms of compensation?
Because you, as a business, might not be able to work if it's not working for a long period of time, and that's something to keep an eye on.
Now there are documents from Microsoft. They explain what happens with each of these. That's the link up there, which is a mouth force. Or what I've done is I've made you a smaller one. So if you'd like to go and have a quick look, it's bit dot l y slash m S. O S l A. That's Microsoft Online
service level agreement.
MSO s l A. All right, and I actually have it on the screen. I'll show you very quickly
what we are looking at. So this is the service level agreement here, which takes only a couple of minutes to read. But Microsoft, you can see have this has been updated on
the first of May 2020 on basically Microsoft Online Service level agreement that basically saying that this is how they work with service level agreements. Now. What you could do is it says here that if something doesn't match the s L A.
Then you could be eligible for a credit towards a portion of your monthly service fees.
So it's something to keep an eye on. Certainly. If you do want to see them click this link here on this will actually load up the service level agreements for every single thing
with regards to Microsoft. So what I'm gonna do here is let's see here. If I can find the right document would do it live because I think that makes it a bit Will fund. You can obviously see in lots of different languages. Ah, there's the English one.
So these are the sectors that it covers. Commercial public sector, third party, common document, academic, government and nonprofit and then the regions. So you find the one with your region. So this is the one that I would use. I click here and it will open up a word file which I'm gonna drag onto the screen is probably not going to appear on my
recording screen. No, there it is. Right. So gonna drag that down here.
There we go. On. This is the service level agreement for the Microsoft Online Services. All right, so you can see you can pick out these a huge by the way, these files. So you need to be able to pick out the file that the section of the file that you need. So as you scroll down, you can see there's a lot.
But what they will do is they will actually explain to you what the service level is. So you pick out the thing that is you're looking for the service level agreement
and then you can see the downtime
and then how they calculate the down time. That's the important. Remember the question. How do they determine whether the levels of being achieved
andan the service credit here? So this was how much they will give you back on what the uptime percentage needs to hit below in order for that service credit to come back. So actually, Microsoft are basically saying if they go below 99.9% up time,
they will give you 25% off your service credit
if they go below 99%. So that's just less than 1% letme or than that they give you half.
And if they go below 95% which I can't remember the last time Microsoft ever went below 95%. They will basically let you sit on their system for free.
All right, so that's just one example of how they do things. And you can see they break them down. Every single one. They define everything. Microsoft of really good with their service level agreements. They do not pull punches when it comes to giving you information. Very, very transparent. Very easy to understand.
All right, let's come back to our presentation. Okay, so
let's move on to the next one. So have a look at that if you need to. So that that link here is what you're looking for. All right? Hopefully it will still be working when you watch this video, but it should be. There should be no reason. Why? Because I've actually linked it permanently.
All right, let's talk about service requests. So these are formal requests for help from Microsoft.
So when you're creating a service request, there are some ways different ways to do it. The first is telephone nice and simple. You phone them up, you say, Hey, there's a problem. I need help on. Do they deal with everything else for you.
Next comes the online chat. So you saw in our previous slides we talked about the box. You can switch that over and then talk to someone live online effectively. From there, we cover email as well. So you condone. Actually converse. Andi, talk to the people that you're working with to fix the problem.
Andre will use email to converse. And you can also log tickets that way as well.
And this is the actual screen that you will see. So on this support section here on the left hand side, you see new service request
you flick this off. So this was on when we looked at the office. 365 assistant. Flick this toe off,
and then this will open up here on what this does
on what this does is that it allows you to view solutions forever. You've typed into this box here on if it doesn't match, then down here you can either log a new service requests by phone or a new service request by email, and then you just have to wait basically on. Do you can get it from there
from this screen? You can also view existing service requests
a swell. So that's on the same screen. It's just a different one just over on the left hand side. Here,
Onda. All you do is you've got this little icon in the top on that will. Basically, when you take it, you can then see all your older support tickets down here nice and simple.
All right, we are going to stop here. I'm gonna go carrying on with service health and the other parts of it in the monitoring. But it's too long for this video. So join me for the next part where we'll discuss service. Health will continue on talking about this.