A _____ is a high-level, summary document that defines both the services and the performance and availability levels at which those services will be provided by a service provider to an organization.
a. customer service agreement
b. product-level contract
c. service-level agreement
d. research and analysis service document
c. service-level agreement
Before signing an outsourcing contract, an organization should benchmark its existing service levels so that it knows how well the services are currently being delivered, as well as the associated costs. This benchmark can then be used to establish a reasonable baseline for negotiating target results and costs with the outsourcing service provider. The agreed-to targets are then used to define the service-level agreement (SLA) of the contract. 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
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Answer the following statements true (T) or false (F)
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