What is a service level agreement (SLA)?

• A. A data encryption standard
• B. An agreed-upon performance and availability metric between provider and customer
• C. A project management tool
• D. A coding style guide

Answer: (B)

A service level agreement is the formal contract between a provider and a customer that defines the expected level of service. It turns service quality into measurable targets, such as uptime, response times, and time-to-resolution, and explains how these metrics will be monitored, reported, and enforced. It also outlines responsibilities, maintenance windows, and what happens if targets aren’t met (like service credits or escalation steps). This clarity helps both sides know what to expect and holds the provider accountable for delivering the agreed level of service. It’s not about encryption standards, a project management tool, or a coding style guide, which cover security measures, workflow software, and coding conventions, respectively.