A project manager is detailing the number of hours and days of the week the vendor needs to be available to resolve issues, the different categories of issues, and required response time. The…

The correct answer is A. SLA. A Service Level Agreement (SLA) is a formal contract between a client and a vendor that defines the expected level of service - including availability windows, issue categories, response times, and escalation procedures. An MOU (Memorandum of Understanding) is a non-binding…

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Question

A project manager is detailing the number of hours and days of the week the vendor needs to be available to resolve issues, the different categories of issues, and required response time. The project document that contains this information is the:

Options

ASLA.
BMOU.
CLOI.
DRFP.

How the community answered

(36 responses)

A
92% (33)
B
6% (2)
D
3% (1)

Explanation

A Service Level Agreement (SLA) is a formal contract between a client and a vendor that defines the expected level of service - including availability windows, issue categories, response times, and escalation procedures. An MOU (Memorandum of Understanding) is a non-binding agreement on mutual intent. A LOI (Letter of Intent) signals intent to enter a contract but lacks service detail. An RFP (Request for Proposal) is used to solicit bids from vendors before a contract is awarded. The specific operational and response commitments described in the question are the defining elements of an SLA.

Topics

#SLA#vendor management#service level agreement#response time

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