In the case of outsourced IT services, the RTO is defined within the SLA. Which two support terms are often included in the SLA by IT and other service providers? (Choose two.)

Resolution time defines the maximum allowable duration for restoring a service after an incident is reported, making it a core SLA metric that directly ties to RTO commitments.

Network reliability may be captured as an uptime percentage in an SLA, but it is not classified as a 'support term' - it is a performance or availability metric.

Network size and cost are commercial or capacity planning parameters, not support terms included in the operational sections of an SLA.

Network sustainability is not a recognized standard SLA support term; it relates to long-term environmental or lifecycle planning considerations.

Support availability specifies when technical support personnel are accessible (for example, 24x7 vs. business hours), which is a fundamental contractual term in any managed service or outsourced IT agreement.