SP Service Level Agreements and Management

Question 1

Which SLA metric defines the maximum amount of time a service can be unavailable before violating the agreement?

Accepted Answer

Downtime Allowance

Answer

RTO

Answer

RPO

Answer

MTBF

Question 2

What is a 'service credit' in the context of an SLA violation?

Accepted Answer

A financial remedy provided to customers when the provider fails to meet SLA terms

Answer

A reward points program for loyal customers

Answer

A credit note for new hardware purchases

Answer

Free support hours added to the contract

Question 3

What does RTO stand for in disaster recovery planning?

Accepted Answer

Recovery Time Objective

Answer

Real-Time Operations

Answer

Redundant Transfer Output

Answer

Remote Terminal Override

Question 4

An SLA with 99.99% uptime allows for approximately how much downtime per year?

Accepted Answer

52.6 minutes

Answer

87.6 hours

Answer

8.76 hours

Answer

87.6 minutes

Question 5

What is an 'OLA' (Operational Level Agreement) and how does it differ from an SLA?

Accepted Answer

An OLA governs internal team commitments that support delivery of external SLAs

Answer

An OLA is a contract with a vendor; an SLA is a contract with a customer

Answer

An OLA covers hardware; an SLA covers software

Answer

An OLA is legally binding; an SLA is advisory only

Question 6

Which process is responsible for managing changes to SLA terms when customer requirements evolve?

Accepted Answer

Contract Review and Amendment Process

Answer

Incident Management

Answer

Change Management

Answer

Asset Configuration Management