問30
頻出度★★☆
SLA の中に含めるサービスレベルに関する条文の例として, 最も適切なものはどれか。ここで, 甲は委託者, 乙は提供者とする。
平成24年度 春期 ITパスポート試験 問30
マネジメント系サービスマネジメント › サービスマネジメント
This question's explanation and your answers so far.
解説
問 30
- ア
正解 An SLA (Service Level Agreement) is an arrangement in which the client and the provider agree in advance on the level to which the quality of the service provided is guaranteed. Therefore, a clause can be called a “clause concerning service levels” only when all three of the following are present: (1) the service covered, (2) an indicator that measures quality, and (3) a target value to be achieved, so that whether it has been achieved can be judged objectively. Choice ア clearly states the target as “the network that Party B monitors,” the indicator as “the time from detecting a line fault until reporting it to Party A,” and the target value as “within 60 minutes,” so achievement or non-achievement can be measured directly by whether the report took more than 60 minutes. This kind of fault notification time is a representative service level item, alongside availability rate and response time. Therefore ア is the most appropriate.
Incorrectイ
This is a confidentiality (secrecy obligation) clause. It sets out Party B's duty not to disclose to third parties the confidential matters it comes to know, together with the exception to that duty (prior written consent from Party A); it is no more than a promise about how information is handled. It contains neither an indicator to be measured nor a target value, so whether the quality of the service was maintained cannot be judged numerically, and it is therefore not a service level clause. Such a clause is placed in a master agreement or a non-disclosure agreement (NDA).
Incorrectウ
This is a clause on defect warranty liability (today called liability for nonconformity with the contract). It provides that if the delivered program has a defect, Party B bears that liability for one year from the date of delivery, thereby defining the scope of an after-the-fact guarantee. The figure “one year” does appear, but it is the period during which liability is borne, not a target value that measures the quality of the service provided day to day. It is a clause about the allocation of responsibility in a development (contract-for-work) agreement, and it is distinguished from a service level clause.
Incorrectエ
This clause defines to whom the copyright (intellectual property rights) in the deliverables belongs and the scope of reproduction and adaptation permitted to Party A. It is an arrangement about rights — which party owns them and how far they may be used — which is an entirely different matter from the quality level of a service. Because it shows neither a measurement indicator nor a target value, it does not amount to a service level clause.
ここがポイント
- An SLA is a document in which the client and the provider agree on the quality level of a service. A service level clause must contain the service covered, the measurement indicator, and the target value, and must make it possible to measure achievement objectively (availability rate, response time, fault notification time and the like are specified numerically).
- Confidentiality, defect warranty liability (liability for nonconformity with the contract), and the ownership of copyright are all important clauses placed in a contract, but they have nothing to do with measuring quality, so do not confuse them with the service level clauses of an SLA. Even when a figure is written in, it is not a service level unless that figure is a quality target value.
用語