ITPEC IP October 2021 Question 62
The IT department of Company A plans to extend inquiry hours to 24 hours in order to improve the availability of the help desk. Company A agrees to the proposal by Company B that offers 24-hour support through automatic response during overnight hours by a chatbot. Which of the following is an appropriate document to be used for this agreement?
Explanation
SLA (service level agreement) — the document in which a service provider and its customer agree on the level of service, here 24-hour support with chatbot replies overnight.
An SLA sets out the service to be delivered and measurable targets for it: service hours, how inquiries are answered, response and resolution times, availability, and what happens when a target is missed. Company A is contracting Company B for a help-desk service with defined hours (24 hours) and a defined method (automatic chatbot responses overnight), which is exactly what an SLA records.
Answer (d)
Why not others:
- •(a) BCP — a business continuity plan says how a company keeps or restores critical business after a disaster or major disruption; it is not an agreement on service levels
- •(b) NDA — a non-disclosure agreement binds the parties to keep shared information confidential; it says nothing about support hours
- •(c) RFP — a request for proposal is sent to vendors to ask for proposals before one is chosen; here Company B's proposal has already been accepted
Key rule: An RFP comes before selection and asks for proposals; an SLA comes after it and fixes the agreed service levels; an NDA covers confidentiality and a BCP business continuity.
Service Management · AI-written, may contain errors
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