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

Downtime Allowance is the maximum cumulative outage time permitted within a billing period (e.g., monthly) before SLA penalties are triggered.

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

Service credits are financial remedies — typically a percentage reduction on the next invoice — that compensate customers when the provider breaches agreed service levels.

Question 3

What does RTO stand for in disaster recovery planning?

Accepted Answer

Recovery Time Objective

Answer

Recovery Time Objective (RTO) defines the maximum acceptable time to restore a service or system after a disaster before the business incurs unacceptable losses.

Question 4

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

Accepted Answer

52.6 minutes

Answer

99.99% uptime (four nines) allows approximately 52.6 minutes of downtime per year across all planned and unplanned outages.

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 Operational Level Agreement (OLA) is an internal agreement between support teams (e.g., NOC and engineering) that defines how they collaborate to meet the commitments in customer-facing SLAs.

SP - Certified Service Provider Practice Test

SP - Certified Service Provider Practice Test

SP Service Level Agreements and Management