Which of the following SLA modifications would most effectively ensure a higher standard of service?

A company’s IT support team is revising its Service Level Agreement (SLA) to better meet client expectations and improve ticket resolution times.

Which of the following SLA modifications would most effectively ensure a higher standard of service?
A . Specifying more detailed penalties for SLA non-compliance
B . Shortening the response time for high-priority tickets
C . Extending the support hours available to clients
D . Offering discounts for service extensions

View Answer

Answer: B

Explanation:

By shortening the response time for high-priority tickets, the SLA directly targets improvements in service urgency and effectiveness, which is crucial for client satisfaction and operational efficiency.

Option A is incorrect because while penalties may enforce SLA compliance, they do not directly improve service delivery.

Option C is incorrect as extending support hours may improve availability but not necessarily the efficiency or speed of responses.

Option D is incorrect because offering discounts does not directly enhance the quality or timeliness of IT support.