A network technician is responding to an issue with a local company. To which of the following documents should the network technician refer to determine the scope of the issue?
Correct Answer: D
SLA stands for Service Level Agreement, and it is a contract that defines the expectations and responsibilities between a service provider and a customer. SLA can specify the quality, availability, and performance metrics of the service, as well as the penalties for non-compliance and the procedures for resolving issues. SLA can help the network technician determine the scope of the issue by providing the baseline and target values for the service, the escalation process and contacts, and the service credits or remedies for the customer45.
CompTIA Network+ N10-008 Cert Guide - Chapter 15: Network Troubleshooting Methodology35: What is a Service Level Agreement (SLA)? | ITIL | AXELOS