Final answer:
A Service-level Agreement (SLA) is the correct answer, focusing on establishing specific levels of service between a provider and a customer. SLAs are particularly prevalent in the IT sector for tasks like web hosting and support services. They are designed to ensure a shared understanding and expectations of service performance.
Step-by-step explanation:
The correct answer to the student's question is (B) Service-level Agreement (SLA). An SLA is a contract between a service provider and a customer that specifies, usually in measurable terms, what services the provider will furnish. It aims to negotiate specific levels of service that are to be provided by the service provider with agreed-upon targets for performance. These targets can range from availability times of services to the responses to customer inquiries within a specified time frame.
SLAs are common in the IT industry where services like hosting, cloud computing, and IT support are provided. They ensure that both parties have a clear understanding of performance standards, penalties for breach of the SLA, and sometimes also include redress or reporting protocols if these standards are not met.
A User License Agreement (ULA) is different in that it is a legal contract between a software application author or publisher and the user of that application. Privacy-level and Operation-level agreements, although not standard terms, could conceptually relate to agreements governing data protection and internal operational standards within an organization, respectively.