A company is hiring an external vendor for IT support services and wants to document specific performance metrics like system uptime and response times that the vendor must adhere to. Which document should they create to outline these requirements?
Service Level Agreement
Statement of Work
Purchase Order
Risk Management Plan
A Service Level Agreement (SLA) is a formal document between a service provider and a client that specifies the performance standards and service quality metrics the provider must meet. It includes details such as uptime guarantees, response times, and responsibilities, ensuring both parties have a clear understanding of expectations. While a Statement of Work (SOW) outlines the project's scope and deliverables, it does not detail specific performance metrics. A Purchase Order authorizes a purchase transaction and does not define service performance expectations. A Risk Management Plan identifies and addresses potential project risks but doesn't set vendor performance standards.
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