CompTIA Network+ Practice Test

What is included in a Service Level Agreement (SLA)?

1. Inventory control measures

2. Minimum terms of service such as uptime and response time

3. Weekly performance reports

4. Detailed software licensing information

The correct answer is: Minimum terms of service such as uptime and response time

A Service Level Agreement (SLA) is a formalized understanding between a service provider and a customer that outlines the expected level of service. The essence of an SLA is to define key performance metrics that the provider commits to meeting, which typically includes minimum service levels like uptime and response time. These metrics are vital for ensuring that the customer receives a predictable and reliable level of service, making them core components of any SLA. By detailing aspects such as the required uptime percentage, which indicates how often a service will be operational, and response time metrics for problem resolution, the SLA sets clear expectations for both parties. This transparency is crucial for maintaining accountability and trust in the service relationship. While inventory control measures, weekly performance reports, and detailed software licensing information can contribute to the overall service management and compliance scope, they are not the primary components stipulated within an SLA. Instead, these items might fall under operational or supplementary agreements outside the core SLA framework, which fundamentally focuses on the quality and availability of the service itself.