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The correct answer is option C that states multiple SLAs are aggregated to KPI. Often people confuse with SLA and SLO.Service level objectives are known as SLO's, and they can be measured within a time frame given to a customer.
A service-level agreement (SLA) defines the level of service you expect from a vendor, laying out the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved. It is a critical component of any technology vendor contract.
A service level agreement (SLA) is an agreement between an IT Service provider and a customer.There are three types of service level agreements that can be documented. Before defining ITIL service level requirements and agreeing on the service levels through SLA, the most appropriate SLA structure must be designed.
SLA or Service Level Agreement is a contract that the service provider promises customers on service availability, performance, etc. SLO or Service Level Objective is a goal that service provider wants to reach. SLI or Service Level Indicator is a measurement the service provider uses for the goal.
SLO (Service-Level Objective)
An SLO (service level objective) is an agreement within an SLA about a specific metric like uptime or response time. So, if the SLA is the formal agreement between you and your customer, SLOs are the individual promises you're making to that customer.
Customer-based SLA. This type of agreement is used for individual customers and comprises all relevant services that a client may need, while leveraging only one contract. Service-based SLA. This SLA is a contract that includes one identical type of service for all of its customers. Multi-level SLA.