Which statement about Service Level Agreements (SLAs) is CORRECT?

SLAs do not require legal wording; they are service management documents and clarity of meaning is more important than legal formality.

SLAs can be structured in multiple ways - including multi-level SLAs covering corporate, customer, and service layers - so a separate SLA per customer is not always required.

SLAs are operational agreements that define service targets, responsibilities, and metrics; ambiguous language leads to disputes and misaligned expectations between the provider and customer. Clear, plain wording ensures both parties can measure and verify compliance consistently. Legal language is not required - what matters is mutual understanding and enforceability through clarity.

Either party - the customer or the service provider - can request changes to an SLA; the change process is typically collaborative and governed by Change Management.