CAS-002 · Question #32
Due to a new regulation, a company has to increase active monitoring of security-related events to 24 hours a day. The security staff only has three full time employees that work during normal…
The correct answer is C. Establish a mutually agreed upon service level agreement. A Service Level Agreement (SLA) is the formal, legally binding contract that defines exactly what the MSS provider is obligated to deliver - including response times, monitoring coverage hours, escalation procedures, reporting cadence, and remediation commitments. Unlike an MOU…
Question
Due to a new regulation, a company has to increase active monitoring of security-related events to 24 hours a day. The security staff only has three full time employees that work during normal business hours. Instead of hiring new security analysts to cover the remaining shifts necessary to meet the monitoring requirement, the Chief Information Officer (CIO) has hired a Managed Security Service (MSS) to monitor events. Which of the following should the company do to ensure that the chosen MSS meets expectations?
Options
- ADevelop a memorandum of understanding on what the MSS is responsible to provide.
- BCreate internal metrics to track MSS performance.
- CEstablish a mutually agreed upon service level agreement.
- DIssue a RFP to ensure the MSS follows guidelines.
How the community answered
(30 responses)- A10% (3)
- C87% (26)
- D3% (1)
Explanation
A Service Level Agreement (SLA) is the formal, legally binding contract that defines exactly what the MSS provider is obligated to deliver - including response times, monitoring coverage hours, escalation procedures, reporting cadence, and remediation commitments. Unlike an MOU (which is non-binding), internal metrics (which only measure after the fact), or an RFP (which is a procurement document, not an enforcement mechanism), an SLA establishes mutually agreed-upon, measurable performance standards before services begin. This gives the company recourse if the MSS fails to meet the 24/7 monitoring requirement.
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