ISC2 Certified Cloud Security Professional (CCSP) Practice Question

Service-level agreements (SLAs) are designed to capture specific, measurable performance parameters such as availability, response time, backup frequency, and data retention. They also spell out how performance is measured, how it is reported, and what remedies-typically service credits or other penalties-apply if the provider misses the targets. A master service agreement (MSA) sets out the overarching legal terms (e.g., governing law, liability caps) but usually leaves detailed metrics to the SLA. A statement of work (SOW) describes project-specific tasks, timelines, and deliverables rather than ongoing operational metrics. A memorandum of understanding (MOU) is a non-binding outline of intentions and therefore is unsuitable for enforceable performance commitments.