A cloud service is expected to maintain availability at specific service levels. What is this called?

A cloud service's expectation to maintain availability at specific service levels is referred to as a Service Level Agreement (SLA). An SLA is a formal contract between a service provider and a customer that outlines the expected service performance, including the levels of availability, response times, and responsibilities of each party. It is crucial for defining the minimum acceptable thresholds for service provision and ensures accountability, as it establishes what the customer can expect regarding service reliability and uptime.

In contrast, the other options focus on related but distinct concepts that are part of the broader service management framework. Service Level Objectives (SLOs) are specific measurable goals related to the SLA, setting targets that support the overall agreement. Service Level Indicators (SLIs) are metrics used to evaluate whether the SLOs are being met and serve as data points for performance assessment. Service Level Management refers to the process of ensuring that all service management processes are aligned with the business needs, including defining service levels and monitoring performance but does not represent the specific agreement focused on availability guarantees.