Answer:
d. None of the above
Explanation:
The Service Level Agreement (SLA) is the term of the ITIL methodology that denotes a formal agreement between the customer of the service and its provider, containing a description of the service, the rights and obligations of the parties and, most importantly, the agreed level of quality of the service.
A well-defined and typical SLA will contain the following components:
1) Type of service provided: indicates the type of service and any additional information about the type of service provided. If connected to an IP network, the type of service will describe functions such as the operation and maintenance of network equipment, the bandwidth of the connection that must be provided, etc.
2) The required level of service performance, especially its reliability and responsiveness: a reliable service is one that experiences minimal disruptions over a period of time and is almost always available. The service with good responsiveness will perform the desired action immediately after the client requests it.
3) Monitoring process and service level reports. This component describes how performance levels are monitored and controlled. This process involves collecting statistics of various types, how often these statistics will be collected, and how customers will gain access to these statistics.
4) Steps for reporting problems using the service: This component will indicate the contact information by which the problem should be reported, and the order in which the details of the problem should be reported. The contract will also include a period of time during which the problem will be considered, as well as until the moment the problem is resolved.
5) Timing of response and resolution of the problem. Response time is the period during which the service provider begins investigating the problem. A problem resolution time period is a period of time during which a current maintenance problem will be resolved and fixed.
6) Consequences for a non-fulfilling service provider: if the provider is not able to fulfill the requirements specified in the SLA, the service provider will have to face the consequences for the same. These consequences may include the client’s right to terminate the contract or demand compensation for losses incurred by the client as a result of the denial of service.
