Which of the following describes an SLA in network operations?

• A. A disaster recovery plan.
• B. A formal agreement detailing service expectations between provider and customer.
• C. A maintenance window.
• D. A runbook.

Answer: (B)

In network operations, a Service Level Agreement is a formal agreement detailing service expectations between the provider and the customer. It specifies what the provider will deliver in terms of uptime, performance thresholds, and reliability, as well as how quickly support will respond and resolve issues. It also lays out responsibilities, how service quality will be measured and reported, and what remedies (like service credits or other remedies) apply if the agreed levels aren’t met. This makes the relationship and expectations clear for both sides and provides a basis for accountability.

Disaster recovery plans describe how to restore services after a disruption, not the ongoing service level commitments. A maintenance window is simply a scheduled time period for performing updates or maintenance, not the ongoing performance expectations. A runbook is a step-by-step guide for handling incidents or routine tasks, not a formal performance agreement.