Question

What is a Service Level Agreement (SLA) used for in software maintenance?

a.

To specify the services provided by the customer.

b.

To identify possible risks in the service provision.

c.

To plan the activities of the maintenance department.

d.

To translate customer service expectations into clear service agreements.

Posted under Software Maintenance Software Engineering

Answer: (d).To translate customer service expectations into clear service agreements. Explanation:A Service Level Agreement (SLA) is used to translate customer service expectations into clear service agreements, which specifies, amongst other things, the services themselves, the levels of service, what happens if the service provider does not reach the agreed upon service levels, when and how the customer will receive reports regarding the services actually delivered, when and how the service level agreement will be reviewed, and so on.

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