CAS-003 · Question #474
A project manager is working with system owners to develop maintenance windows for system pathing and upgrades in a cloud-based PaaS environment. Management has indicated one maintenance windows…
The correct answer is D. SLA. A Service Level Agreement (SLA) is a formal contract between a service provider and its clients that defines the expected level of service, including uptime commitments, performance benchmarks, and maintenance schedules. When there is a conflict between internal management…
Question
A project manager is working with system owners to develop maintenance windows for system pathing and upgrades in a cloud-based PaaS environment. Management has indicated one maintenance windows will be authorized per month, but clients have stated they require quarterly maintenance windows to meet their obligations. Which of the following documents should the project manager review?
Options
- AMOU
- BSOW
- CSRTM
- DSLA
How the community answered
(49 responses)- A4% (2)
- C2% (1)
- D94% (46)
Explanation
A Service Level Agreement (SLA) is a formal contract between a service provider and its clients that defines the expected level of service, including uptime commitments, performance benchmarks, and maintenance schedules. When there is a conflict between internal management policy (monthly maintenance windows) and client expectations (quarterly windows), the SLA is the governing document that defines what maintenance frequency has been promised or agreed to. The SLA sets the contractual obligations the organization must meet. An MOU (A - Memorandum of Understanding) is a non-binding agreement used to establish intent between parties. A SOW (B - Statement of Work) outlines project deliverables and scope. An SRTM (C - Security Requirements Traceability Matrix) maps security requirements to controls and is unrelated to maintenance scheduling.
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