Tom Talks Microsoft Teams and Skype for Business thoughts and news

SLA for a Licence/Feature Change to to become Active in Office 365, 24 hours


Just something to consider in your project planning / operational service planning with Office 365 / Skype for Business Online / Microsoft Teams.

When you apply a licence or a policy to a user, it can take a variable amount of time to become active. This seems to range from a few minutes to as much as 10-11 hours in one recent case on a customer we were working on.

I can’t find a publically documented “Service Level Agreement” (if I’ve missed it please do point me to it),  but upon raising tickets with Microsoft support we have been told to re-raise after 24 hours as the delay could just be the time it takes for the policy to apply.

Update 01/03/2018: Dave Wilson in the Modality Team found this Official Microsoft reference:

Latency after assigning licenses: Because of the latency between Office 365 and Skype for Business Online, it can possibly take up to 24 hours for a user to be assigned a Calling Plan after you assign a license. If after 24 hours the user isn’t assigned a Calling Plan, please Contact support for business products – Admin Help.”

Another reference:

Whereas the service typically takes less than 30 minutes to provision a user, it can sometimes take up to 24 hours to fully provision a user for all services in Office 365. Therefore, wait 24 hours before you escalate the issue.

Remember to consider this if you are doing time-sensitive actions such as a PSTN cutover, or just setting up new users.

Thanks to various members of the Modality team for confirming across multiple projects.

About the author

Tom Arbuthnot

Tom Arbuthnot is Principal Solutions Architect at Unified Communications specialist Modality Systems. He is a Microsoft Certified Master and MVP, blogger, has a regular podcast with UCToday at and is a regular speaker at events including Microsoft TechEd and Ignite. He co-runs The Microsoft UC User Group London.

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Tom Talks Microsoft Teams and Skype for Business thoughts and news