CTE Vendor Management & Procurement 2

Question 1

In a telecommunications vendor SLA, what does a 99.99% uptime commitment translate to in maximum allowable annual downtime?

Accepted Answer

Approximately 52.6 minutes per year

Answer

99.99% uptime (four nines) allows for 0.01% downtime annually, which equals approximately 52.6 minutes of allowable outage per year.

Question 2

Which SLA metric measures the average time required for a carrier to restore service after a reported outage?

Accepted Answer

Mean Time to Repair (MTTR)

Answer

MTTR quantifies vendor responsiveness by averaging the time elapsed between fault detection and full service restoration across all incidents.

Question 3

A telecommunications executive implementing a vendor scorecard should prioritize which combination of Key Performance Indicators (KPIs)?

Accepted Answer

Network availability, ticket resolution time, billing accuracy, and escalation response

Answer

Operational KPIs such as availability, resolution time, billing accuracy, and escalation response directly measure vendor performance against service commitments and business impact.

Question 4

Service credits in a telecom SLA are best described as:

Accepted Answer

Contractual financial remedies provided to the customer when the vendor fails to meet agreed performance thresholds

Answer

Service credits are pre-negotiated remedies, typically expressed as a percentage of the monthly recurring charge, automatically applied to the customer's invoice when SLA thresholds are breached.

Question 5

During a quarterly business review (QBR) with a telecom vendor, a telecommunications executive should primarily use the session to:

Accepted Answer

Review performance against SLA metrics, address escalations, and align on roadmap and continuous improvement initiatives

Answer

QBRs are structured governance touchpoints focused on SLA compliance review, issue resolution, relationship alignment, and strategic planning between the customer and vendor.

(CTE) Certified Telecommunications Executive Practice Test

(CTE) Certified Telecommunications Executive Practice Test

CTE Vendor Management & Procurement 2