ITIL 4 SLM Practice Questions - ITIL 4 Practitioner Service Level Management Exam

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A customer SLA promises 99.9% availability with 4-hour P1 resolution. The hosting vendor's contract guarantees only 99.5% availability with 8-hour P1 response. What is the PRIMARY problem?

The OLA needs renegotiation The Underpinning Contract is weaker than the SLA it supports, creating an SLA delivery risk The SLA needs to be made stricter Nothing is wrong; vendors typically perform better than contracted

Correct Answer:

The Underpinning Contract is weaker than the SLA it supports, creating an SLA delivery risk

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