Which of the following agreements defines response time, escalation points, and performance metrics?

A Service Level Agreement (SLA) defines the expectations between service providers and customers, including response times, escalation procedures, and performance metrics. It ensures accountability and measurable service quality.

BPA (Blanket Purchase Agreement) relates to purchasing terms, MOA (Memorandum of Agreement) outlines responsibilities but is less specific on performance, NDA (Non-Disclosure Agreement) covers confidentiality.

SLAs are key in Security Program Management for managing vendor and internal service expectations【6:Chapter 16†CompTIA Security+ Study Guide】.