How to claim Microsoft 365 SLA credits
What Microsoft's Online Services SLA covers, what evidence you need, and how an administrator submits a service-credit claim.
Short answer: Microsoft offers service credits, not refunds, when monthly uptime falls below the commitment in its Online Services SLA. Your administrator submits a claim with incident IDs and evidence of impact, within Microsoft's deadline.
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What the SLA covers
The Service Level Agreement for Microsoft Online Services defines uptime commitments and credit tiers for each service. Credits apply to future bills.
What evidence you need
- Incident IDs from Service Health
- Affected services and users
- Start and end times of impact
How to submit
Your global or billing administrator opens a support request in the Microsoft 365 admin center and attaches the evidence. Approval is at Microsoft's discretion.
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