A cybersecurity analyst discovers that critical patches have not been applied to a production server for several weeks. The system administrator explains that applying the patches requires system downtime, which is not permitted outside of the quarterly maintenance window due to strict uptime guarantees provided to customers. Which of the following is the MOST likely inhibitor to the remediation efforts in this scenario?
The correct answer is Service-level agreement (SLA). An SLA is a contract between a service provider and a customer that defines the level of service expected, often including strict guarantees for uptime and availability. In this scenario, the customer uptime guarantees are dictating a restrictive maintenance schedule, which directly inhibits the timely application of patches. While the other options can be inhibitors, the SLA is the most direct cause described. A Memorandum of understanding (MOU) is typically a less formal agreement and not the primary vehicle for customer-facing uptime guarantees. Degrading functionality refers to a patch causing performance issues, not the planned downtime for its application. The system's age (legacy system) is not mentioned as the root cause of the delay.
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What are the key components of a Service-level Agreement (SLA)?
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How do SLAs impact system uptime and maintenance windows?
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What are some potential drawbacks of having strict SLAs?