Which document addresses CSP issues such as guaranteed uptime, liability, penalties, and dispute mediation process?

The correct answer is the Service Level Agreement (SLA). This document is a critical component in cloud computing and IT services, as it explicitly defines the expected level of service between a Cloud Service Provider (CSP) and the customer. SLAs typically include details like guaranteed uptime, which sets the minimum availability of services, thus ensuring that clients know what to expect in terms of performance.

Moreover, SLAs outline liability clauses that determine the responsibilities of both parties in the event of service failure or other issues. This includes penalties for the provider if they fail to meet the agreed standards, which serves as both a motivator to maintain service quality and a form of recourse for the customer.

Additionally, SLAs often include a mediation process for disputes that may arise concerning performance or service delivery, establishing a clear path to resolution and fostering a better working relationship between the CSP and the customer.

In summary, an SLA is the document most directly focused on the terms of service delivery, accountability, and resolution procedures, making it the appropriate choice for addressing CSP issues like uptime guarantees, liability, penalties, and mediation.