An assistant from the HR Department calls you to ask the Service Hours & Maintenance Slots for your ERP system. In which document will you most probably find this information?

A Service Level Agreement (SLA) is a formal contract between a service provider and a customer that defines the level of service expected, including service availability, performance metrics, and specific details such as service hours and scheduled maintenance windows for systems like an ERP.

A Release Policy outlines procedures for managing software releases and deployments, not operational service hours or maintenance schedules.

Service Level Requirements (SLR) document the customer's needs and expectations for a service, which *inform* the SLA but are not the agreement itself.

An Underpinning Contract is an agreement between an IT service provider and a third-party supplier for goods or services that support the IT service, not directly for end-user service hours.