Which of the following documents should the SOC manager review to ensure the team is meeting the appropriate contractual obligations for the customer?

A SOC manager receives a phone call from an upset customer. The customer received a vulnerability report two hours ago: but the report did not have a follow-up remediation response from an analyst.

Which of the following documents should the SOC manager review to ensure the team is meeting the appropriate contractual obligations for the customer?
A . SLA
B . MOU
C . NDA
D . Limitation of liability

View Answer

Answer: A

Explanation:

SLA stands for service level agreement, which is a contract or document that defines the expectations and obligations between a service provider and a customer regarding the quality, availability, performance, or scope of a service. An SLA may also specify the metrics, penalties, or remedies for measuring or ensuring compliance with the agreed service levels. An SLA can help the SOC manager review if the team is meeting the appropriate contractual obligations for the customer, such as response time, resolution time, reporting frequency, or communication channels.