Where would you expect incident resolution targets to be documented?

An SLA is the formal agreement between a service provider and a customer that documents service targets including incident response and resolution times. It is the authoritative location for these commitments because it represents a mutual, enforceable obligation tied to service quality.

A Request for Change (RFC) is used to initiate a change to the IT environment and contains no service level commitments or incident resolution targets.

The service portfolio is a strategic database of all services managed by the provider and does not contain specific operational targets like incident resolution times.

A service description provides a high-level overview of a service's features and scope but is not the document where binding resolution targets are formally recorded.