CompTIA Cloud+ Practice Test

What is the primary purpose of a Service Level Agreement (SLA)?

1. To specify hardware requirements

2. To outline performance commitments

3. To define software licensing

4. To establish user roles

The correct answer is: To outline performance commitments

A Service Level Agreement (SLA) is fundamentally a formal document that establishes a mutual understanding between a service provider and the customer regarding the expected service levels and performance commitments. The primary purpose of an SLA is to outline the specific metrics and criteria by which the performance of the service will be measured. This includes aspects such as uptime, response time, and resolution time, which are critical for customer satisfaction and ensuring that services meet business requirements. While other options may have their own significance, they do not capture the essence of what an SLA is designed to achieve. Specifying hardware requirements and software licensing may be important aspects of a service contract, but they do not focus on the performance commitments that are central to an SLA. Similarly, establishing user roles pertains to access and responsibilities rather than the service level guarantees that an SLA provides. Thus, outlining performance commitments is the correct interpretation of the primary purpose of an SLA.