What document specifies guaranteed uptime and service levels provided by a cloud provider?

• A. End User License Agreement
• B. Service Level Agreement
• C. Data Processing Addendum
• D. Non-Disclosure Agreement

Answer: (B)

A Service Level Agreement is the contract that defines the guaranteed uptime and service levels a cloud provider commits to. It lays out the metrics used to measure availability, the target uptime percentage (for example, 99.9% or 99.99%), permitted maintenance windows, and the remedies if those targets aren’t met, such as service credits. It may also specify response and recovery times for incidents and any disaster recovery expectations, giving the customer a clear expectation of performance and accountability from the provider.

End User License Agreements cover how software can be used and licensing terms. Data Processing Addendums focus on data protection responsibilities and compliance. Non-Disclosure Agreements protect confidential information. These documents don’t establish uptime guarantees, which is the purpose of the Service Level Agreement.