A customer has engaged a company to improve the availability of all of the customer’s services and
applications, enabling the customer to minimize downtime to a few hours per quarter. Which of the following will
document the scope of the activities the company will provide to the customer, including the intended
outcomes?

A.
MLA

B.
MOU

C.
SOW

D.
SLA

Explanation:
SOW stands for Statement of Work. When a company has been hired for a project that involves many tasks, a
statement of work is often issued at the start of the project.
The SOW will outline the tasks or activities in a project, their costs and the timelines for deliverables within the
project. In an IT project, the SOW would define what tasks will be performed (hardware and software upgrades
etc.), why the work is being done and how long each stage of the project will take.