In short
A service level agreement sets measurable service standards a provider commits to, such as availability, response and resolution times, along with how performance is measured and reported and the remedies if standards are missed.
Key takeaways
- Remedies are often service credits, which may be small compared with the customer's losses.
- The customer should monitor actual performance against the agreement.
- An agreement doesn't move responsibility for the customer's own controls to the provider.
Where it's tested
ISC: Third-Party & Vendor Risk — study notes, a five-minute revision sheet and practice questions.
Practise: 3 questions
Question 1 of 3 · 0 answered
A service organization's SOC 1 report uses the carve-out method for a subservice organization. What does this mean for the user entity?