Traditionally, the user experience has been something very subjective for example, what’s considered responsive when opening a document on OneDrive to one use may be slow to another.
There are ways to measure user experience
Because of this, simply using Microsoft’s SLA won’t encompass all the factors that can influence whether users are productively using Office 365. There’s so much more involved besides just the Microsoft servicesĪ user’s experience with Office 365 is made up of so much more than just the Microsoft side of the equation the user’s device, method of connectivity, Internet connection, the route to the Microsoft cloud, use of a VPN, internal network route and latency… as well as the networking components, infrastructure, individual servers and services related to delivering Office 365 services are all involved when determining service quality. But let’s say the service is up the entire time, but users are seeing long logon times or are having call quality issues within Teams – what then? An Experience Level Agreement provides the organization with a better measurement of not just whether users can access a given Office 365 service, but whether they are getting the most out of it. Microsoft’s Online Services SLA revolves almost exclusively with service availability, providing customers with a service credit should a given online service (Office 365 or otherwise) be unavailable. The Microsoft SLA doesn’t address service quality There are 4 reasons why organizations are looking to an Experience Level Agreement over an SLA to address Office 365 usage: 1. In the context of Office 365, an Experience Level Agreement works to address service quality issues (e.g., poor performance, slow responsiveness, lack of ability to use a particular function of a larger service, etc.), including service outages. This has led to the creation of an Ex perience Level Agreement. In the same manner, Microsoft does offer an SLA for its Office 365 customers, providing clear guidance on what uptime guarantees go along with their services.īut many organizations are realizing that for most users, issues with Office 365 aren’t so much about whether it is functional and available as a whole, but rather whether the end-to-end experience using it is helping them be productive. The Service Level Agreement (SLA) has long been a standard way to measure whether IT is meeting the organization’s needs or not, spelling out what kind of uptime can be guaranteed, response times when issues arise, etc.
IT has traditionally been tasked with providing the technology needed to meet the business needs of the organization with a high degree of availability. The increase in reliance upon Office 365 as an organization’s digital workspace has led many organizations to measure Office 365 against how well users interact with it rather than if it’s running. Written by Nick Cavalancia, Microsoft Cloud & Datacenter MVP
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