6.1.5 Importance of Service Level Agreements (SLAs): Quiz

What does an SLA stand for?

• Service Level Agreement

• Service Level Arrangement

• Service Legal Agreement

• Service Legal Arrangement

Which of the following is a key purpose of an SLA?

• To outline penalties for non-compliance

• To set clear expectations

• To provide financial statements

• To offer marketing strategies

What do contractual obligations in an SLA ensure?

• Flexibility in service delivery

• Defined responsibilities

• Increased costs

• Unlimited scope

In an accounting context, who are considered internal stakeholders?

• Customers

• Suppliers

• Management team and departments

• Shareholders

What is a benefit of working within the scope of engagement in an SLA?

• Lowering service standards

• Extending deadlines indefinitely

• Avoiding scope creep

• Increasing costs

Which of the following is crucial for clear standards of service in an SLA?

• Ambiguity in terms

• Vague descriptions

• Specific metrics

• General guidelines

Why is customer service important in an SLA?

• To increase the complexity of services

• To ensure client satisfaction

• To reduce staff involvement

• To limit service delivery

How do internal SLAs benefit an organisation?

• By increasing external client base

• By defining roles within the organisation

• By reducing internal communication

What aspect does an SLA typically NOT cover?

• Performance metrics

• Service timelines

• Supplier discounts

• Reporting requirements

Who is responsible for ensuring compliance with an SLA?

• External auditors

• The supplier

• The client

• Both parties