Where would you expect incident resolution targets to be documented?

An SLA is a written agreement between a service provider and a customer that specifies service level targets, including incident resolution times categorized by priority. SLAs represent the formal, binding commitments the provider must meet, making them the authoritative and correct location for documenting resolution targets. These targets are then used by Incident Management to prioritize and track incidents against agreed timescales.

A Request for Change (RFC) is a formal proposal to modify the IT environment and does not contain service level performance targets.

The service portfolio describes all services across their lifecycle stages but does not store specific agreed resolution time targets for incidents.

A service description outlines a service's features, scope, and capabilities, not the measurable performance commitments agreed with the customer.