Which agreement would detail the level of service expected from a provider in response to issues?

The correct answer is the Service-Level Agreement (SLA), as it specifically outlines the expected level of service from a provider, including their response times to various issues, performance metrics, and overall service quality. An SLA establishes a formal relationship between the service provider and the client, ensuring that both parties have a clear understanding of service expectations.

SLAs typically include detailed metrics that define acceptable service levels, responsibilities during service outages, and consequences for failing to meet these agreed-upon standards. This helps organizations gauge provider performance, manage expectations, and maintain accountability.

In contrast, Operational Level Agreements (OLAs) focus on internal agreements between different departments or teams within an organization rather than concerning service from external providers. Non-Disclosure Agreements (NDAs) are primarily aimed at protecting confidentiality and sensitive information, without addressing service levels. A Risk Management Plan outlines how an organization will address potential risks but does not provide details on service delivery or response times from a provider.