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hey this is Andrew Brown from exam Pro and were taking a look at the service level agreement Concepts abbreviated as SLA in Microsoft 365. so Microsoft 365 Services guarantees level of service for your organization in a detailed legal agreement referred to as a service level agreement Microsoft details its commitment to provide and maintain agreed service levels for M365 Services through its Microsoft online services agreement your organization can also take advantage of the service level agreement with your cloud service provider note that the guarantees of service provided for Microsoft 365 services will vary between cloud service providers so Microsofts online service level agreement introduces several Concepts the first one is incident and this is a set of events or single event that results in downtime the second one is uptime this is the total time your services are functional the next one is downtime and the definition of downtime depends on the relevant service for example wi
