An assistant from the HR Department calls you to ask the Service Hours & Maintenance Slots for
your ERP system. In which document will you most probably find this information?

A.
Service Level Agreement

B.
Release Policy

C.
Service Level Requirements

D.
Underpinning Contract

Explanation:
You will most probably find this information in the Service Level Agreement
document. Amongst other information, SLA contains information about the agreed Service Hours
and maintenance slots for any particular Service. Service Level Agreement (frequently abbreviated
as SLA) is a part of a service contract where the level of service is formally defined. In practice,
the term SLA is sometimes used to refer to the contracted delivery time (of the service) or
performance. Service Level Agreement (SLA) is a negotiated agreement between two parties
where one is the customer and the other is the service provider. This can be a legally binding
formal or informal ‘contract’. Contracts between the Service Provider and other third parties are
often (incorrectly) called SLAs, as the level of service has been set by the (principal) customer
there can be no ‘agreement’ between third parties (these agreements are simply a ‘contract’).
Operating Level Agreements or OLA(s) however, may be used by internal groups to support SLA(s).
operational environment, defining different approaches for releases depending on their urgency
requirements for a service from the client viewpoint, defining detailed service level targets, mutual
incorrect. Underpinning Contract (UC) is a contract between an IT service provider and a third
party. In another way, it is an agreement between the IT organization and an external provider
about the delivery of one or more services. The third party provides services that support the
delivery of a service to a customer. The Underpinning Contract defines targets and responsibilities
that are required to meet agreed Service Level targets in an SLA.