CompTIA Cloud+ Practice Test

Where does a service provider outline their performance guarantees?

1. Service Level Agreement (SLA)

2. Performance Review Document

3. Operational Compliance Agreement

4. Service Delivery Plan

The correct answer is: Service Level Agreement (SLA)

The Service Level Agreement (SLA) is the appropriate document where a service provider outlines their performance guarantees. SLAs are formal agreements between a service provider and a customer that define the expected level of service, including specific metrics for performance, availability, response times, and other important service attributes. This document establishes the standards that the service provider is expected to meet, ensuring accountability and providing a basis for the measurement of service delivery. Performance Review Documents, while they might detail assessments of service performance over time, do not typically set the initial guarantees; rather, they reflect on performance against what was established in the SLA. Operational Compliance Agreements focus on ensuring that the provider meets various regulatory and compliance requirements but do not specifically lay out performance guarantees. A Service Delivery Plan generally encompasses broader service delivery strategies and methods rather than explicit performance metrics or guarantees. Thus, the SLA is the definitive source for understanding the performance commitments of a service provider.