Under Microsoft's service-level agreement (SLA), if the uptime of a service falls below the guaranteed threshold, customers are entitled to request service credits that can be applied to future billing cycles. Requesting these credits is the correct procedure to address service disruptions.
Terminating the contract without penalties or demanding a full reimbursement for the month's fees are not remedies provided under the SLA.
Microsoft does not offer additional user licenses at no charge as compensation for service outages.
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Microsoft 365 Fundamentals MS-900
Describe Microsoft 365 pricing, licensing, and support
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