I'm not contesting the answer but how are you supposed to "implement" a contractual agreement on a service that is already being rendered? Are you gonna call up Commcast and tell them to sign a contract giving you the right to take action against them for service outages? Good luck with that.

A good read if so inclined: 6 tips for drafting better statements of work https://www.csoonline.com/article/3227830/6-tips-for-drafting-better-statements-of-work.html Granted, focused primarily on SOW, but the underling work ethic should encompass all types of contractual obligations.

Firstly, SLA (Service Level Agreement) may be the most suitable answer out of the four listed, but yet again the question itself is somewhat misleading as there is no indication that the next day service is within the SLA when the contract was first signed, moreover (if it was not within the SLA) a new service contract would need to be agreed upon (that is if the client wants to maintain the rendered services of the provider). Either the service provider is negligent in its contractual duties (one mishap is understandable, but multiple outages in a consistent pattern with no same day service seems to indicate something else) or simply not within the agreed upon SLA. But that is just a personal opinion, a second guess (a hunch if you like) in light of lack of adequate information provided in the question. In a real-world scenario where active writing in contracts of any format is warranted (as opposed to passive writing) so that both parties have crystal-clear understanding what has been agreed upon (i.e. no vagueness), this exam question on the topic is all but that and as a result unfair to the student taking the exam.