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Which of the following are typically included in an SLA? Select TWO that apply:
Suggested Answer: B, C
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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
26 comments · newest first
JU
Juliann
4 months ago
But uptime and response time are more critical for performance.
JA
Jamal
4 months ago
Agreed! Customer support availability should also be in there.
CA
Carole
4 months ago
Definitely! Those metrics are crucial for service reliability.
MA
Mabelle
4 months ago
I think uptime and response time are key in SLAs.
HA
Harley
6 months ago
Agreed, but what about support hours?
KA
Karon
6 months ago
I thought SLAs were just for service quality, not penalties.
TA
Tatum
6 months ago
Wait, are penalties really part of SLAs?
RO
Roselle
6 months ago
Definitely uptime guarantees too!
LO
Lorrine
7 months ago
Response times are usually in there.
TW
Twila
7 months ago
Ooh, I bet the maintenance and support details are in there too.
FA
Fannie
7 months ago
Haha, the SLA is like a legal contract - gotta read the fine print!
MA
Marsha
7 months ago
I think the service level objectives and reporting requirements are also key parts.
CH
Chau
7 months ago
Don't forget about penalties for not meeting the SLA terms!
EU
Eugene
7 months ago
Response time and uptime guarantees are definitely part of an SLA.
ZO
Zoila
8 months ago
I’m pretty confident that SLAs cover performance metrics, but I can't recall if they also include support hours.
DE
Denny
8 months ago
I feel like I might be mixing up SLAs with other agreements. Was it penalties for service failures that we discussed?
AL
Alton
9 months ago
I remember practicing a question like this, and I think service availability is definitely one of the key components.
CH
Charlie
9 months ago
I think SLAs usually include response times, but I'm not sure about the second option. Maybe uptime guarantees?
CH
Christa
9 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.
CA
Caitlin
9 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.
PE
Penney
9 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.
RU
Rupert
9 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.
CH
Cherry
10 months ago
I think this is a pretty straightforward question. The key is to focus on the common elements of an SLA.
RU
Rueben
3 months ago
Agreed! Those are the main ones for sure.
LA
Latia
4 months ago
Definitely! And service availability too.
TI
Timothy
4 months ago
I’d say response time is a must.