A server administrator is investigating user complaints about slow performance on a critical, internally-hosted application. To validate whether the current performance is within the formally agreed-upon parameters, which document should the administrator consult to find the specific, guaranteed metrics for uptime and response time?
The correct answer is the Service Level Agreement (SLA). An SLA is a formal contract between a service provider (like an IT department) and a customer (like a user department) that defines the level of service to be provided. It specifies measurable metrics such as uptime, availability, and response times. Consulting the SLA is the proper first step to determine if the application's current performance constitutes a breach of the agreed-upon standards.
A Business Impact Analysis (BIA) is incorrect because it is used to identify critical business functions and the potential effects of their disruption. While the BIA informs the requirements of an SLA, it does not contain the specific performance metrics itself.
A server configuration baseline is incorrect as it documents a system's standard, approved configuration at a point in time to manage changes and prevent configuration drift. It does not define service guarantees to end-users.
A network infrastructure diagram is also incorrect. This document provides a visual map of the network's physical and logical layout, which is useful for troubleshooting connectivity but does not contain contractually obligated performance metrics.