County email operations hold a written uptime commitment with the gateway vendor, including credits if availability falls short. What does that describe?
Select an answer to reveal the explanation.
Short Explanation
An SLA is the signed promise with the email-gateway vendor, credits and all. Chat goals and internal SLOs matter, but they are not that contract.
Full Explanation
A service level agreement (SLA) is a contractual commitment between provider and customer, often with credits or other remedies when availability falls short. County email operations holding a written uptime commitment with the gateway vendor, including credits if availability falls short, is exactly an SLA—external, enforceable, and commercial rather than an informal team goal.
An informal team chat goal with no contractual force may motivate engineers but creates no vendor credit path and no procurement leverage. An internal SLO that never leaves the city SRE playbook guides municipal reliability work without binding the vendor to remedies. A smoke-test script that only checks the login page is a technical health check, not a negotiated uptime contract with financial consequences.
Exam caveat: do not confuse meeting an internal SLO with satisfying a vendor SLA, or vice versa; remedies, measurement methods, and exclusions such as maintenance windows are defined in the contract language. Operational check: map the email-gateway SLA metrics to monitoring, retain evidence of uptime for the contract period, and open a vendor claim with measured data when availability breaches the written commitment.