A vendor stipulates it will provide incident response within two hours of a severity level A incident.
Which of the following does this describe?
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A. B. C. D.D.
The correct answer is D. Service level agreement (SLA).
Explanation:
An SLA is a contractual agreement between a service provider and a customer that defines the level of service expected by the customer. It outlines the responsibilities, quality, and scope of the services to be provided, including metrics and measurement criteria.
In this case, the vendor is providing a specific level of incident response service within a defined timeframe, based on the severity level of the incident. This is a clear example of a Service Level Agreement (SLA).
Option A, Maintenance agreement, typically specifies what maintenance tasks will be performed and how often they will be performed. It does not necessarily include incident response times.
Option B, Managed service agreement, defines the responsibilities of the service provider in managing the customer's IT environment. It may include SLAs, but it is not specifically an SLA.
Option C, Operating level agreement (OLA), is an agreement between internal support groups within an organization. It defines the interdependent relationships between support groups and the responsibilities of each group in supporting a particular service. It is not typically used for defining vendor response times.
Therefore, the best answer is D. Service level agreement (SLA).