What does SLA stand for?

What does SLA stand for?

• A. System-Level Agreement
• B. Service License Agreement
• C. Security-Level Agreement
• D. Service-Level Agreement

Answer: (D)

An SLA is a formal agreement that defines the level of service a provider commits to deliver and how that performance is measured. It makes expectations clear about what services are covered, the required uptime or performance targets, response and support times, and what happens if those targets aren’t met. That combination—the defined service scope, measurable metrics, and remedies for not meeting them—is what makes Service-Level Agreement the standard term used in IT service management. The other phrases aren’t standard terms for this concept: a System-Level Agreement isn’t the recognized name for a service-performance contract, a Service License Agreement covers licensing terms rather than ongoing service performance, and a Security-Level Agreement isn’t a common designation in this context. In practice, an SLA might promise a certain uptime (for example, 99.9%), specify incident response times, outline monitoring and reporting, and describe credits or other remedies if targets aren’t met.