Exam CCAK topic 1 question 261 discussion

C. the agreement excludes any operational matters that are material to the service operations. An auditor should be most concerned if the SLA excludes operational matters that are material to the service operations. This is because such exclusions could lead to misunderstandings or gaps in the expected quality of service, potentially resulting in service disruptions or failures that impact the customer. Operational matters are critical for ensuring that the service is delivered according to agreed-upon standards, and their exclusion from the SLA could indicate that important aspects of the service delivery are not being formally committed to by the provider.