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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:

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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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Harley
15 days ago
Agreed, but what about support hours?
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Karon
20 days ago
I thought SLAs were just for service quality, not penalties.
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Tatum
26 days ago
Wait, are penalties really part of SLAs?
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Roselle
1 month ago
Definitely uptime guarantees too!
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Lorrine
1 month ago
Response times are usually in there.
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Twila
1 month ago
Ooh, I bet the maintenance and support details are in there too.
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Fannie
2 months ago
Haha, the SLA is like a legal contract - gotta read the fine print!
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Marsha
2 months ago
I think the service level objectives and reporting requirements are also key parts.
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Chau
2 months ago
Don't forget about penalties for not meeting the SLA terms!
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Eugene
2 months ago
Response time and uptime guarantees are definitely part of an SLA.
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Zoila
2 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
2 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
3 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
3 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
4 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
4 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
4 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
4 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
4 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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