Question

Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs). You need to configure SLAs based on the requirements. Which type of SLAs should you use?

Requirement: Pause and resume SLA

Answer 1

For the requirement of being able to pause and resume the SLA timer, a company should use enhanced SLAs, as they offer this level of flexibility and functionality over standard SLAs.

Step-by-step explanation:

In determining whether to use standard or enhanced service-level agreements (SLAs), it is important to consider the specific requirements of your company's operations. Requirement: Pause and resume SLA implies a need for flexibility in how SLA time calculations are handled. Enhanced SLAs typically offer advanced features, such as the ability to pause and resume the SLA timer based on certain conditions, which standard SLAs may not support.

Therefore, for the requirement specified, your company should use enhanced SLAs. These allow for more complex operations, such as pausing the service level objectives when waiting for a client response, and resuming when the necessary information is received, which ensures that the SLA metrics more accurately reflect the active support time.