Question

When writing a ____________________ one could state how often a supplier will provide a service or how quickly a firm will respond. For managed services, this document often covers system availability and acceptable performance measures.

Answer 1

The correct answer is service level agreement.

Step-by-step explanation:

A service level agreement (SLA) is a contract between a service provider and its internal or external customers that documents what services the provider will provide and defines the service standards that the provider is required to comply with.

Service providers need SLAs to help them manage customer expectations and define the circumstances in which they are not responsible for interruptions or performance issues. Customers can also benefit from SLAs, since they describe the performance characteristics of the service, which can be compared with the SLAs of other providers, and also establish the means to solve service problems, for example, through service credits