CompTIA Cloud+ Practice Test

Which of the following is crucial for defining expectations for service levels between providers and clients?

1. Evaluation metrics

2. Service Level Agreement (SLA)

3. Compliance standards

4. Governance framework

The correct answer is: Service Level Agreement (SLA)

A Service Level Agreement (SLA) is vital for clearly outlining the expectations and responsibilities between service providers and clients. It serves as a formal contract that specifies the quality and type of service the provider will deliver, including performance metrics, uptime guarantees, response times, and penalties for failing to meet those standards. By establishing these parameters, both parties have a clear understanding of the service expectations, which helps prevent misunderstandings and ensures accountability. While evaluation metrics can help assess the adherence to the SLA, they do not define the expectations themselves. Compliance standards are more about adhering to regulations and industry standards rather than service-specific expectations. A governance framework provides an overarching structure for managing and controlling services but does not define the specific service levels required. Therefore, the SLA serves as the centerpiece for defining service expectations in cloud computing environments, making it the correct choice.