A network technician receives a new ticket while working on another issue. The new ticket is critical to business operations. Which of the following documents should the technician reference to…

The correct answer is C. SLA. An SLA (Service Level Agreement) defines performance expectations, including response time, prioritization, and resolution time for services and support issues. It helps the technician determine which task has higher priority based on business impact.

Submitted by carlos_mx· Mar 6, 2026Network Operations

Question

A network technician receives a new ticket while working on another issue. The new ticket is critical to business operations. Which of the following documents should the technician reference to determine which ticket to complete first?

Options

ANDA
BAUP
CSLA
DMOU

How the community answered

(37 responses)

A
5% (2)
B
3% (1)
C
89% (33)
D
3% (1)

Explanation

An SLA (Service Level Agreement) defines performance expectations, including response time, prioritization, and resolution time for services and support issues. It helps the technician determine which task has higher priority based on business impact.

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