ITPEC FE Morning October 2023 Question 55
ITPEC FE Morning October 2023 — Question 55 of 80
The correct policy for creating an SLA is to set a service level that reflects both the cost constraints of the service provider and the needs of its customers. An SLA is a negotiated agreement, not a one-sided demand.
Why not others:
- (a) Compensation/penalties are clauses within an SLA, not a guiding policy for creating one
- (b) Not every measurable item needs an SLA — only key metrics (uptime, response time, etc.) are selected
- (c) SLAs are living documents — they must be periodically reviewed and updated, not frozen indefinitely
Key rule: SLA = a balanced agreement between what the customer needs and what the provider can deliver at a reasonable cost.
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