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MB-910 SLA (Service Level Agreement) Practice Question

Exhibit

{
  "sla": {
    "name": "Gold Support SLA",
    "businessHours": "9:00-17:00",
    "responseTime": 2,
    "resolutionTime": 24,
    "calendar": "Default",
    "applyDuring": "BusinessHours"
  },
  "case": {
    "title": "Printer not working",
    "createdOn": "2025-01-15T14:30:00Z",
    "status": "Active"
  }
}

Refer to the exhibit. A case is created on January 15, 2025 at 14:30 UTC with a Gold Support SLA that has a response time of 2 hours during business hours (9:00-17:00). When is the response due?

Answer choices

Why each option matters

Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.

Correct answer & explanation

✓

January 15, 2025 at 16:30

The case is created on January 15, 2025 at 14:30 UTC. Business hours are 9:00-17:00. The SLA response time is 2 hours, counting only business hours. From 14:30 to 16:30 is exactly 2 hours within the same business day, so the response is due by 16:30 UTC on January 15, 2025. Therefore, option B is correct.

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

  • ✗

    January 15, 2025 at 14:30

    Why it's wrong here

    That is the creation time, not the due time.

  • ✓

    January 15, 2025 at 16:30

    Why this is correct

    Case created at 14:30, 2 business hours later is 16:30, still within business hours.

  • ✗

    January 15, 2025 at 17:30

    Why it's wrong here

    17:30 is outside business hours and exceeds the 2-hour response window.

  • ✗

    January 16, 2025 at 09:30

    Why it's wrong here

    This would be correct if the remaining time carried over to next day, but the response can be completed same day.

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