CIPS L4M3 Exam - Topic 2 Question 68 Discussion

Actual exam question for CIPS's L4M3 exam

Question #: 68
Topic #: 2

[All L4M3 Questions]

Which of the following are typically included in an SLA? Select TWO that apply:

ARequirements for packaging

BService definition

DCode of conduct

CKPI detailsCorrect)

EProduct's lifespan

Show Suggested Answer

Suggested Answer: B, C

The core elements of an SLA are set out below:

- Service definition

- Quality definition

- KPI details

- KPI management response

- Operational performance and management response

- Constraints or mitigating factors

LO 2, AC 2.2

by Tracie at Jan 26, 2026, 09:11 PM

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Juliann

2 months ago

But uptime and response time are more critical for performance.

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Jamal

2 months ago

Agreed! Customer support availability should also be in there.

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Carole

2 months ago

Definitely! Those metrics are crucial for service reliability.

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Mabelle

2 months ago

I think uptime and response time are key in SLAs.

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Harley

4 months ago

Agreed, but what about support hours?

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Karon

4 months ago

I thought SLAs were just for service quality, not penalties.

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Tatum

4 months ago

Wait, are penalties really part of SLAs?

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Roselle

4 months ago

Definitely uptime guarantees too!

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Lorrine

5 months ago

Response times are usually in there.

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Twila

5 months ago

Ooh, I bet the maintenance and support details are in there too.

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Fannie

5 months ago

Haha, the SLA is like a legal contract - gotta read the fine print!

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Marsha

5 months ago

I think the service level objectives and reporting requirements are also key parts.

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Chau

5 months ago

Don't forget about penalties for not meeting the SLA terms!

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Eugene

5 months ago

Response time and uptime guarantees are definitely part of an SLA.

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Zoila

6 months ago

I’m pretty confident that SLAs cover performance metrics, but I can't recall if they also include support hours.

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Denny

6 months ago

I feel like I might be mixing up SLAs with other agreements. Was it penalties for service failures that we discussed?

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Alton

7 months ago

I remember practicing a question like this, and I think service availability is definitely one of the key components.

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Charlie

7 months ago

I think SLAs usually include response times, but I'm not sure about the second option. Maybe uptime guarantees?

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Christa

7 months ago

I feel pretty good about this one. SLAs typically outline the service level commitments and maybe some pricing or penalty information as well.

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Caitlin

7 months ago

SLAs can cover a lot of different areas. I'll need to think carefully about the most typical inclusions before selecting my answer.

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Penney

7 months ago

Okay, let me think this through. An SLA usually includes things like uptime guarantees and response times, right? I'll go with those.

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Rupert

7 months ago

Hmm, I'm not totally sure about this one. I know SLAs cover service level agreements, but I'm not confident about the specific details.

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Cherry

8 months ago

I think this is a pretty straightforward question. The key is to focus on the common elements of an SLA.

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Rueben

1 month ago

Agreed! Those are the main ones for sure.

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Latia

2 months ago

Definitely! And service availability too.

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Timothy

2 months ago

I’d say response time is a must.

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