Support SLA Skills Tests

Support SLA — Beginner

Support SLA basics: response vs resolution, business hours, severity tiers, pauses, and breach concepts.

Support SLA — Intermediate

OLAs, multi-SLA, escalations, holidays, credits, engineering alignment, and operational reporting.

Support SLA — Advanced

SLO/error budgets, enterprise design, penalties, multi-vendor, DR, migrations, and SLA ethics.