A) It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers.
B) It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties.
C) It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity.
D) It is an agreement between a supplier and another part of the same organization that assists with the provision of services.