Dynamics 365 Online Service Level Agreement

Work schedules. Select a record of the after-sales service plan that defines the opening hours of your support organization. This is useful for sLA follow-up calculations. If a work time record (after-sales service plan) is not selected, the working time is considered a full day. Enter the time you want to authorize for the conclusion of service calls associated with the service level agreement. Then select a calendar if you want to base the service level agreement on a specific schedule. We support our commitment to achieving and maintaining service levels for each service. If we do not reach and maintain service levels for each service, as described in the service level agreement, you may be entitled to a credit on a portion of your monthly service charge. To learn more about our service level agreements for services, download the Service Level Agreement for Microsoft Online Services. Summary information on the system`s operating hours, security, data protection and compliance information can be found in Office 365`s Transparent Operations section.

Enter a name for the service level agreement in the Service Level Contract field. Business Central online is subject to the modern lifecycle policy. The terms of Service Level Agreement are described in the document that you can download from the Licensing Conditions page in the Service Level Agreements for Microsoft Online Services section. Office 365 is operated by 21Vianet, is a service that is offered and operated only in China. This service is based on the technology that Microsoft has granted to 21Vianet. For more information, see Office 365, which is operated by 21Vianet. A Service Level Contract (SLA) is an agreement between a service company and a service customer. In an ALS, the customer accepts a minimum response time based on when the service company records the problem and when the problem is resolved. When you create a new service contract for a service contract awarded to an ALS, the time interval for service delivery is initiated and the system begins to track the delivery time. In addition, you can define the following options: On the one hand, SLAs are the first step towards creating key performance indicators (KPIs) and tracking performance on these KPIs. Of course, your support staff simply see KPIs as a stopwatch in registration forms indicating the time remaining until (or time since) is the time required (or allocated) to resolve a request for assistance. On the other hand, SLAs users can also allow CRM users to stop the KPI timer based on the status of the support request.

If z.B. a service agent can only continue when additional information is provided by the customer, an “In Der Sperre” status pattern can be used to stop the timer until the state pattern changes.