Sophie wants to ensure that her vendor meets their SLA. What does Sophie need to do?
Answer Options
Ensure performance targets are defined in the contract with appropriate penalties.
Establish key performance indicators (KPIs) for her team and assess them regularly.
Ensure that security levels are not reduced when performing maintenance.
Determine if supply chain levels are met in order to meet demand.
Correct Answer: A
Explanation
Service level agreements set forth the expected service level as well as penalties for non-performance. That means that Sophie needs to determine whether her vendor is meeting their promised delivery levels or availability levels and to claim appropriate penalties as defined in the contract if they are not met. KPIs may be involved but would be measured against her vendor’s performance, not her team’s performance. Security levels and supply chain availability levels are not the only potential items covered by an SLA.