You are defining an SLA for a Claude-based assistant.

An operational SLA must be objectively measurable and enforceable. Option B defines the metric, percentile, threshold, and observation window, allowing both parties to determine whether service performance complied with the agreement. A complete SLA also defines what follows a breach, such as escalation, remediation, service credits, capacity changes, or architectural review. Percentile latency is preferable to an average because it exposes degraded tail performance experienced by a meaningful portion of users. Anthropic provides usage, cost, and operational data that can support monitoring and alerting through the Usage and Cost API. Options A and C are subjective. Option D remains incomplete because neither assessment periods nor breach handling can be applied consistently.

Study Guide references/topics: SLA construction; p95 latency; thresholds; evaluation windows; breach consequences; operational measurement.