CompTIA Cloud+ Practice Test

What is the main purpose of implementing a service level agreement (SLA) in cloud services?

1. To establish encryption standards

2. To define service expectations and responsibilities

3. To outline user access controls

4. To provide compliance guidelines

The correct answer is: To define service expectations and responsibilities

The primary purpose of implementing a service level agreement (SLA) in cloud services is to define service expectations and responsibilities. An SLA serves as a formal document that outlines the commitments and standards that the service provider agrees to uphold, including uptime guarantees, performance metrics, latency, and response times for service issues. By clearly defining these elements, both the service provider and the customer have a mutual understanding of what is expected, which helps foster accountability and trust in the service relationship. Establishing these expectations allows both parties to measure performance against agreed-upon standards and provides a basis for recourse if the service levels fall short. This clarity can lead to better management of expectations and more efficient resolution of disputes or issues that may arise during the service relationship. While aspects like encryption standards, user access controls, and compliance guidelines may be important, they are typically covered in different documents or agreements, rather than being the main focus of an SLA. The SLA specifically revolves around measurable service parameters and responsibilities, making it vital for assessing the quality and reliability of the cloud services being provided.