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Which of the following is a necessity for a successful service level agreement (SLA)?

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Which of the following is a necessity for a successful service level agreement (SLA)?

A.

The language and terms used in the SLA should be commonly understood by all parties

B.

Base the SLA on system-based metrics that are useful to the service provider

C.

To promote consistency, carry SLAs forward unchanged every year

D.

Vague targets, such as user experience metrics, should be avoided

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