SLA and Sensitive Data Management Quiz

An SLA defines service expectations. Which situation shows a breach of SLA even if the issue was eventually solved?

• The issue was resolved faster than the expected response time

• The problem recurred after a month

• The user closed the ticket early

• The technician responded after the max response time

A cloud provider lists 99.9% uptime in its SLA. What does this MOST strongly represent?

• Availability expectation

• Security guarantee

• Data backup frequency

• Customer satisfaction score

A helpdesk agent marks a ticket "resolved" without updating the fault report. What is the MOST critical risk?

• User satisfaction decreases in the future

• Ticket system becomes slower

• Issue cannot be analyzed for patterns in the future

• SLA coverage is extended

Why do organizations require structured fault reports?

• They reduce training requirements

• They enable consistent tracking and analysis

• They eliminate the need for SLAs

• They improve employee morale

A technician solves an issue but does not record the remedy. What organizational weakness does this create?

• SLA becomes void

• Knowledge base cannot grow

• Ticket must be reopened

• Priority level changes

Which of the following BEST reflects sensitive information according to policy?

• Schedule for organizational training

• Printer supply inventory

• Office furniture list

• Employee medical records

A support technician accesses payroll data without authorization while troubleshooting. What policy has been violated?

• SLA response rules

• Fault logging policy

• Sensitive information handling guidelines

• Software licensing policy

What is the PRIMARY risk of mishandling sensitive information?

• Reduced ticket speed and response time

• Increased support calls

• Data breaches or legal consequences

• More complex SLAs

Which scenario demonstrates correct handling of sensitive information?

• Saving customer data to personal USB

• Sharing sensitive logs only with authorized personnel

• Printing documents and leaving them on desk

• Uploading HR files to a public folder

A technician resolves an issue but forgets to close the ticket. What impact does this have on SLA assessment?

• SLA appears breached even if resolved

• SLA auto-extends

• Ticket deletes automatically

• Issue escalates to CEO