ITPEC IP October 2021 Question 62
ITPEC IP October 2021 — Question 62 of 100
An SLA is the appropriate document for agreeing on the 24-hour support service. A service level agreement defines measurable service commitments between provider and customer, such as support hours, response methods, availability, response time, and responsibilities.
Answer (d)
Why not others:
- a BCP describes how business operations continue through disruption
- an NDA establishes confidentiality obligations
- an RFP asks potential suppliers to propose solutions before a provider is selected
Key rule: Use an SLA to document the level and conditions of an ongoing service that a provider commits to deliver.
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