Not that SLA where you define level of service or support that your organization agrees to offer to a customer.
The other one, where Microsoft puts their money where their mouth is when guaranteeing that your CRM Online will be up and running when you need it. Unlike some other providers.
Most end users don’t think about this when purchasing CRM, but it is a major incentive for the service provider to ensure that their service is always running.
I wrote up a blog last week on this topic – http://ow.ly/VPkf300wYxd