A vendor stipulates it will provide incident response within two hours of a severity level A incident. Which of the following does this describe?

A service level agreement (SLA) is a contract between a service provider and a customer that defines

the expected level of service, performance, availability, and quality of the service, as well as the

responsibilities, obligations, and penalties of both parties. An SLA typically includes metrics and

indicators to measure and monitor the service, such as response time, uptime, throughput, etc. An

SLA also specifies the severity levels of incidents and the corresponding resolution times, such as two

hours for a severity level A incident, which is the most critical and urgent. An SLA is different from a

maintenance agreement, which is a contract that covers the repair and upkeep of equipment or

software; a managed service agreement, which is a contract that covers the outsourcing of certain IT

functions or processes to a third-party provider; or an operating level agreement, which is an internal

agreement between different departments or units within an organization that support the delivery

of a service. Reference: CompTIA Cloud Essentials+ Certification Exam Objectives1, CompTIA Cloud

Essentials+ Study Guide, Chapter 2: Business Principles of Cloud Environments2, Service Level

Agreements for Managed Services3