Service Level Agreements dictate the quality, availability, and responsibilities with the client. They put bounds on how long things will take to get answered, and sometimes fixed.
GP is saying that even though they had a contract to resolve issues within X hours/days the issues were not being solved within X hours/days.
Cynically: most SLAs with the 'Big Boys' tend to give guarantees about getting an answer, not a solution. "We are looking into the problem" may satisfy the terms of a contract, but they don't satisfy engineers in trouble.
I know what a SLA means but I have never seen an SLA from Azure dictating a guaranteed response time. They only give the SLA for time until initial reply as far as I know. I was suspecting the person I replied to have misunderstood what it is they have purchased. Maybe in some cases if you pay them some obscene amount of money you can purchase an SLA for for time til resolution but I don't think that's the case here.
GP is saying that even though they had a contract to resolve issues within X hours/days the issues were not being solved within X hours/days.
Cynically: most SLAs with the 'Big Boys' tend to give guarantees about getting an answer, not a solution. "We are looking into the problem" may satisfy the terms of a contract, but they don't satisfy engineers in trouble.