In outsourced IT services, the RTO is defined within the SLA. Which two support terms are often included in the SLA by IT and other service providers? (Choose two.)
B (Support availability):Defines hours of service and whether support is available 24/7 or during business hours.
E (Resolution time):Specifies the timeframe within which the service provider commits to resolve incidents.
Other options explained:
A: Cost and size are contractual, not SLA performance metrics.
C: Sustainability is long-term environmental or operational, not SLA-specific.
D: Reliability is often captured as uptime or availability but not as a discrete SLA support term.
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