TROUBLESHOOTING COMPUTER ISSUES
IDENTIFYING HARDWARE SOFTWARE NETWORK PROBLEMS
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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Part of a standardized service contract where a service where technical support install an assistant software to the client
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Part of a standardized service contract where a service is formally defined.
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is a CRM online software
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is an informal deal or agreement between 2 companies
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Detailed explanation-1: -A service-level agreement (SLA) sets the expectations between the service provider and the customer and describes the products or services to be delivered, the single point of contact for end-user problems, and the metrics by which the effectiveness of the process is monitored and approved.
Detailed explanation-2: -What’s in an SLA? The SLA should include not only a description of the services to be provided and their expected service levels, but also metrics by which the services are measured, the duties and responsibilities of each party, the remedies or penalties for breach, and a protocol for adding and removing metrics.
Detailed explanation-3: -There are three basic types of SLAs: customer, internal and multilevel service-level agreements. A customer service-level agreement is between a service provider and its external customers.
Detailed explanation-4: -According to ITIL 4, a service level agreement (SLA) is “A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.” Simply put, an SLA defines what the IT service provider and the customer should expect when contracting for a service.