A Service Level Agreement (SLA) defines the specific levels of service that a vendor is expected to provide, including:
Response time frames: The time within which the vendor must respond to issues, requests, or incidents.
Uptime guarantees: Commitments to service availability.
Performance metrics: Quantifiable goals for the service.
An SLA ensures accountability and sets clear expectations for the relationship between the organization and the vendor.
Why not the other options?
A. SOW (Statement of Work):
A Statement of Work outlines the deliverables, project scope, and timelines but does not define service levels or response times.
C. MOA (Memorandum of Agreement):
An MOA is a formal agreement between parties, often used for partnerships or collaborations, but it lacks the detailed operational metrics found in an SLA.
D. MOU (Memorandum of Understanding):
An MOU is an informal document that expresses intent between parties but does not contain enforceable terms like response times.
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