Which agreement covers the ability to support and respond to problems within a defined timeframe and with an agreed level of service?

Which agreement covers the ability to support and respond to problems within a defined timeframe and with an agreed level of service?

• A. Operational Level Agreement (OLA)
• B. Service-Level Agreement (SLA)
• C. Support Contract
• D. Maintenance Agreement

Answer: (B)

The key idea here is documenting concrete commitments about how quickly help will be provided and what level of service will be delivered to users. A Service-Level Agreement defines these externally facing promises, including specific response times, resolution targets, and overall performance measures like uptime.

So the requirement to support and respond to problems within a defined timeframe and with an agreed level of service is exactly what an SLA formalizes. Internal coordination between teams to meet those promises is handled by an Operational Level Agreement, but the customer-facing service levels themselves come from the SLA. Maintenance agreements or general support contracts may cover upkeep or service access, but they don’t inherently specify measurable response and resolution targets.