A Service-level agreement (SLA) is a document that outlines the responsibilities of a cloud service provider and the customer. It typically includes the agreed-upon availability of the cloud service provider, the expected uptime for the service, and the cost of any downtime or other service interruptions. Consulting the SLA is the best way for the management team to determine the promised availability of the cloud provider. Reference: CompTIA Cloud+ Study Guide, 6th Edition, page 28.