ITPEC IP October 2019 Question 58
ITPEC IP October 2019 — Question 58 of 100
A service level agreement (SLA) records agreed, measurable service targets between a service provider and a customer or user. A requirement such as recovery from failure within three hours is a service-level target covering availability and recovery performance.
Answer (a)
Why not others:
- a software detailed design document describes how software components are implemented
- an RFP asks potential suppliers to propose a solution before a contract is awarded
- a project charter formally authorizes a project and states its high-level objectives
Key rule: An SLA defines measurable service commitments such as availability, response time, recovery time, and support hours.
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