CertiGuide to Security+  9  Chapter 5:  Operational/Organizational Security (Domain 5.0; 15%)       9  5.4  Policy and Procedures            9  5.4.1  Security Policy

5.4.1.6  Password Management 1 5.4.1.8  Disposal / Destruction

Service Level Agreements (SLA’s) delineate services on which On-Line Administrative Systems users can depend. They spell out agreements between your organization and the vendors of services you use, or consumers of services you provide. An SLA would typically:

• Describe responsibilities of On-Line Administrative System users.
  
  
• Identify roles and specify responsibilities of service providers who support users.
  
  
• Detail problem resolution paths for users and service providers.
  
  
• Describe service levels users should experience when problems or questions arise

When contracting with utility providers such as IP telephony providers and ISP’s, make sure that you have a service level agreement (SLA) in place with each, which specifies the minimum uptime percentage, maximum per-incident down time, maximum technician response time in the event of difficulties, etc. that you can expect from that company, and that it details appropriate compensation (and perhaps alternative arrangements, such as fallback to a backup lower-speed circuit) due you if the provider does not meet the terms of the agreement.

5.4.1.6  Password Management 1 5.4.1.8  Disposal / Destruction