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QuestionQ51

Service Design

For outsourced IT services, the RTO is defined in the SLA. Which two support terms are commonly included in an SLA by IT and other service providers?

Choose two
  • A resolution time
  • B network reliability
  • C network size and cost
  • D network sustainability
  • E support availability
Explanation

Service-level agreements commonly set resolution-time targets and define support availability, such as business-hours or 24/7 coverage. These terms establish when assistance can be obtained and the expected timeframe for resolving an incident.

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