A Service Level Agreement (SLA) is the contractual document that specifies and guarantees the availability levels the third-party hosting provider must meet. It provides the clearest and most enforceable commitment to availability.
“SLAs establish measurable commitments that can be monitored and enforced, providing a high level of assurance that service availability will meet business requirements.”
— CISM Review Manual 15th Edition, Chapter 3: Information Security Program Development and Management, Section: Outsourcing and Third-Party Management*
ISACA’s practice questions highlight SLAs as the most direct and reliable assurance for third-party service availability.
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