The TOEIC Reading section can be challenging, especially when dealing with complex topics like service level agreements. This practice test will help you improve your skills in understanding such agreements through targeted exercises in Incomplete Sentences and Text Completion.
Part 1: Incomplete Sentences
-
The service level agreement __ the expected performance standards for the IT support team.
A) outlines
B) outlining
C) outlined
D) will outline -
Regular __ meetings are crucial for reviewing the terms of the agreement.
A) quarterly
B) quartile
C) quotient
D) quorum -
The vendor is required to __ 99.9% uptime for the cloud services.
A) maintain
B) sustain
C) retain
D) contain -
Any __ of the agreed-upon terms may result in financial penalties.
A) breach
B) break
C) violation
D) infringement -
The client reserves the right to __ the contract if service levels consistently fall below expectations.
A) terminate
B) terminal
C) termination
D) terminated -
Response times for critical issues should not __ two hours.
A) exceed
B) excess
C) excel
D) excerpt -
The agreement includes provisions for __ upgrades to the software.
A) periodical
B) periodic
C) period
D) periodically -
Both parties must __ to the confidentiality clauses outlined in the document.
A) adhere
B) stick
C) glue
D) paste -
The service provider will __ monthly reports detailing their performance metrics.
A) generate
B) generative
C) generator
D) generated -
Any disputes arising from this agreement will be resolved through __ before resorting to legal action.
A) mediation
B) meditation
C) medium
D) media -
The client is __ to provide accurate information for the setup of the service.
A) obligated
B) obligatory
C) obligation
D) obligingly -
Failure to meet the agreed service levels may result in __ credits for the client.
A) compensatory
B) compensate
C) compensation
D) compensating -
The agreement specifies the __ for escalating unresolved issues to senior management.
A) protocol
B) protract
C) protect
D) proton -
Regular system __ are scheduled to maintain optimal performance.
A) maintenance
B) maintains
C) maintained
D) maintaining -
The service provider must ensure data __ through encryption and secure backups.
A) integrity
B) integral
C) integrate
D) integration -
Any __ to the agreement must be made in writing and signed by both parties.
A) amendments
B) amends
C) amenities
D) amending -
The client agrees to __ access to necessary systems for the service provider to perform their duties.
A) grant
B) granting
C) granted
D) grants -
Service level agreements often include __ for measuring customer satisfaction.
A) metrics
B) measures
C) measurements
D) measured -
The provider must __ with all relevant data protection regulations.
A) comply
B) compliant
C) compliance
D) complying -
In case of service interruptions, the provider must implement __ measures to minimize downtime.
A) contingency
B) contingent
C) contiguous
D) continuous -
The agreement outlines the __ for submitting and tracking support tickets.
A) procedure
B) proceed
C) proceedings
D) procedural -
Both parties agree to participate in an annual __ of the service level agreement.
A) review
B) revise
C) revision
D) revised -
The provider is responsible for the __ and security of all client data.
A) safekeeping
B) safeguard
C) safe
D) safely -
Any __ in service delivery must be communicated to the client immediately.
A) disruptions
B) disrupted
C) disruptive
D) disrupting -
The agreement specifies acceptable __ times for different severity levels of issues.
A) resolution
B) resolve
C) resolving
D) resolved -
Regular __ testing is required to ensure the effectiveness of disaster recovery procedures.
A) failover
B) failure
C) failing
D) failed -
The provider must maintain detailed __ of all maintenance activities and system changes.
A) logs
B) logging
C) logged
D) logger -
Service credits will be __ to the client’s account for any periods of unscheduled downtime.
A) applied
B) applying
C) application
D) appliance -
The agreement includes provisions for __ the service to accommodate business growth.
A) scaling
B) scale
C) scaled
D) scalable -
Both parties agree to __ in good faith to resolve any disputes that may arise.
A) negotiate
B) negotiation
C) negotiable
D) negotiating
TOEIC Reading Practice: Service Level Agreements
Part 2: Text Completion
Text 1
Service Level Agreements (SLAs) are critical documents that (31) __ the relationship between service providers and their clients. These agreements (32) __ specific, measurable standards for service quality, availability, and responsibilities. A well-crafted SLA should clearly (33) __ performance metrics, reporting processes, and problem resolution expectations. By establishing these guidelines, both parties can (34) __ a shared understanding of service delivery standards.
-
A) govern
B) governing
C) governs
D) governed -
A) outline
B) outlining
C) outlined
D) outlines -
A) define
B) defines
C) defined
D) defining -
A) maintain
B) maintaining
C) maintains
D) maintained
Text 2
One key aspect of SLAs is the establishment of (35) __ levels. These categories help prioritize issues based on their severity and impact on business operations. For instance, a critical issue that causes system-wide outages would (36) __ a faster response time than a minor bug affecting a single user. The agreement should also specify the (37) __ for escalating unresolved issues to ensure timely resolution. Additionally, SLAs often include provisions for regular performance (38) __ to assess the overall effectiveness of the service delivery.
-
A) priority
B) prioritize
C) prioritized
D) prioritizing -
A) require
B) requires
C) required
D) requiring -
A) process
B) processing
C) processed
D) processes -
A) reviews
B) reviewing
C) reviewed
D) review
Text 3
Effective SLAs also address the issue of (39) __ management. This involves outlining procedures for identifying, reporting, and resolving service disruptions or quality issues. The agreement should (40) __ specific timeframes for acknowledging reported problems and providing status updates to clients. Moreover, it’s crucial to (41) __ a system for tracking and documenting all incidents, which can be used for future analysis and service improvement. Many SLAs also include clauses about (42) __ credits or other forms of compensation in cases where service levels fall below the agreed standards.
-
A) incident
B) incidental
C) incidence
D) incidentally -
A) stipulate
B) stipulates
C) stipulated
D) stipulating -
A) establish
B) establishes
C) established
D) establishing -
A) service
B) servicing
C) serviced
D) services
Text 4
The success of an SLA largely depends on its clarity and (43) __. Both parties should invest time in carefully reviewing and negotiating the terms to ensure they are fair, realistic, and aligned with business objectives. It’s also important to (44) __ a process for regularly reviewing and updating the SLA to reflect changing business needs or technological advancements. By fostering open communication and (45) __ to continuous improvement, service providers and clients can build strong, long-lasting relationships. Ultimately, a well-structured SLA serves as a foundation for (46) __ service delivery and customer satisfaction.
-
A) enforceability
B) enforceable
C) enforce
D) enforcing -
A) implement
B) implementing
C) implemented
D) implements -
A) commit
B) commits
C) committed
D) committing -
A) effective
B) effectiveness
C) effect
D) effecting
Key Components of a Service Level Agreement
Understanding the intricacies of service level agreements is crucial for success in many business environments. By practicing with these TOEIC-style questions, you can improve your ability to comprehend and work with such agreements in real-world scenarios. For more insights on understanding terms in supplier agreements, check out our related resources.
Answer Key
Part 1: Incomplete Sentences
- A) outlines
- A) quarterly
- A) maintain
- A) breach
- A) terminate
- A) exceed
- B) periodic
- A) adhere
- A) generate
- A) mediation
- A) obligated
- A) compensatory
- A) protocol
- A) maintenance
- A) integrity
- A) amendments
- A) grant
- A) metrics
- A) comply
- A) contingency
- A) procedure
- A) review
- A) safekeeping
- A) disruptions
- A) resolution
- A) failover
- A) logs
- A) applied
- A) scaling
- A) negotiate
Part 2: Text Completion
31. C) governs
32. D) outlines
33. B) defines
34. A) maintain
35. A) priority
36. B) requires
37. D) processes
38. A) reviews
39. A) incident
40. B) stipulates
41. C) established
42. A) service
43. A) enforceability
44. B) implementing
45. D) committing
46. A) effective
By mastering these concepts and practicing regularly, you’ll be well-prepared to tackle the TOEIC Reading section, especially when it comes to understanding service level agreements and other business-related documents. Remember, consistent practice and familiarity with various business terms and contexts are key to improving your TOEIC score.
