ISC2 Certified Cloud Security Professional (CCSP) Practice Question

A service level agreement (SLA) defines commitments between a service provider and its customer, but the detailed activities that multiple internal groups must perform to support that SLA are captured in operational level agreements (OLAs). OLAs are internal agreements that spell out each support team's roles, responsibilities, and specific performance targets-such as hardware replacement times or network restoration windows-needed to underpin the SLA.

An underpinning contract is similar in purpose but is established with an external supplier, not between internal teams. A memorandum of understanding (MOU) is typically a high-level, non-binding statement of intent rather than a detailed operational commitment. A service improvement plan (SIP) documents actions to remedy chronic service shortfalls, not routine performance obligations. Therefore, an operational level agreement is the correct artifact to formalize the responsibilities of the data-center and network teams in this scenario.