Understanding the Microsoft Office 365 SLA

The Office 365 Service Level Agreement you have with Microsoft is difficult to manage. Have you ever actually taken the time to read it?
If you do, you will find that your Office 365 SLA covers only a small portion of the functions your users are actually using.

Office 365 SLA

Here are just a few examples:

  • For MS Exchange, the SLA only concerns Outlook on the web (formerly OWA).
    If you have E3 & E5 licenses and your users only use Outlook, you’re out of luck.
  • The SLA for OneDrive only guarantees the viewing and editing of stored files.
  • The SLA for MS Teams guarantees presence, chat, ability to make call and voice quality.

You can always try to prove Microsoft wrong on the service they provide from their data center.
Of course it will not do you much good.

The only way to manage the Office 365 service quality you actually deliver to your business lines is to continuously use Office 365, exactly the way your users do and from their locations.

Getting a view of the service you deliver to your business lines

GSX Gizmo enables you to measure the Office 365 service quality that is truly experienced at all your sites by your users and to easily report on it.

GSX Robot Users are working 24/7 from your sites, using Office 365 exactly the way a user does. They use the same fat clients (such as Outlook, or Microsoft Teams) to measure and report on the Office 365 service quality.

For example, they send emails, create meetings, perform searches, download and upload on OneDrive/SharePoint, create a Teams Channel, post in it, perform calls, etc.

GSX Robots measure latency and send alerts in case of any issue. They file complete reports in actionable PowerBI templates. These have been specifically designed to help you to manage the true Office 365 service quality experienced by users.

Robot DEM

Dedicated Office 365 Service Level Reports

At GSX, we are working with the IT departments of hundreds of large and very large organizations. These need to ensure and justify the service quality they provide to their business lines.

To help them, we have built templates that provide detailed and aggregated views of the end-to-end Office 365 QoS experienced by your sites and business lines.

Service level agreement

You can easily see the overall Office 365 performance…

  • For your entire organization
  • Site by site
  • Drilling down per workload (monitor Exchange, Teams, Skype, OneDrive & SharePoint)
  • Or per action, if you decide for example that MS Teams Voice or meeting creation is a separate service.

We use PowerBI so that you can easily share reports on end-to-end Office 365 service quality with any department or any business in any country.

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