Identify the goal of a service-level agreement.
a. To provide an international assurance standard for allowing public accountants to issue a report for use by user organizations
b. To manage expectations between customer and service provider by creating a common understanding about services, priorities, and responsibilities
c. To create complex systems that run themselves, while keeping the system’s complexity invisible to the end user in a public cloud environment
d. To report on the fairness of the presentation of management’s description of a service organization’s system
b. To manage expectations between customer and service provider by creating a common understanding about services, priorities, and responsibilities
A service-level agreement is a high-level, summary document that defines both the services and the performance and availability levels at which those services will be provided. Its goal is to manage expectations between customer and service provider by creating a common understanding about services, priorities, and responsibilities.
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