What are SLOs and SLAs, and how are they used in MIPC?

• A. SLO is a measurable performance target; SLA is a formal agreement outlining service expectations and remedies.
• B. SLO is a licensing term; SLA is a staff-level objective.
• C. SLO and SLA are interchangeable.
• D. SLO applies to security only; SLA to uptime only.

Answer: (A)

In service management, you establish measurable performance targets called SLOs and formalize commitments with SLAs. An SLO is a specific, quantifiable target for how a service should perform or behave, such as uptime, latency, error rate, or how quickly support responds. In MIPC, teams set SLOs for each critical service to guide design, monitoring, and incident response, and they track these targets to gauge service health.

An SLA is a formal agreement that communicates what customers can expect in terms of service levels and what happens if those levels aren’t met. It translates the SLO targets into concrete commitments, often including remedies like service credits or other remedies, and outlines responsibilities and reporting. In MIPC, SLAs publicize the guaranteed service levels to stakeholders and tie together the monitored SLOs with defined consequences and accountability.

So the best description is that an SLO is a measurable performance target, while an SLA is a formal agreement outlining service expectations and remedies.