Which of the following is true about an SLA?
A. It is an agreement between the service developers and the management.
B. It includes the means for addressing service issues.
C. It documents the principles of professional ethics.
D. It documents how a service is to be developed.
Answer (2)
An SLA is primarily an agreement between service providers and clients, documenting expected service levels and means for addressing issues. This agreement ensures both parties are aligned on their responsibilities. Importantly, it does not cover principles of ethics or service development processes. ;
The correct option regarding SLAs is B: 'It includes the means for addressing service issues.' An SLA is primarily an agreement that lays out expectations between service providers and clients, specifically focusing on performance and issue resolution. It does not concern itself with ethical principles or the service development process.
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