ISC2 Certified Secure Software Lifecycle Professional (CSSLP) Practice Question

While drafting an SLA for a payment API, the customer requires a 99.95 % monthly availability guarantee. To make the commitment measurable and enforceable, which clause should you include in the agreement?

The provider will use commercially reasonable efforts to avoid downtime during business hours.
The provider will notify the customer within 24 hours of any scheduled maintenance.
The service will maintain at least 99.95 % uptime each calendar month; any unplanned outage exceeding a cumulative 22 minutes will result in service-credit penalties.
Mean Time To Repair for critical incidents will not exceed four hours.

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Answer Description

Availability guarantees in an SLA must translate the uptime percentage into a specific, objectively measurable allowance for service interruption within the agreed measurement window. Ninety-nine point nine-five percent availability over a 30-day month (43 200 minutes) permits only 0.05 % downtime-about 21.6 minutes. A clause that states the exact uptime percentage, defines the window (each calendar month), and specifies the maximum cumulative downtime (rounded to 22 minutes) gives both parties a clear threshold for monitoring and for triggering service-credit remedies. The other choices mention best-effort language, MTTR, or notification requirements; none of these directly validate that the 99.95 % availability objective is achieved.

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