Results of a SOC customer service evaluation indicate high levels of dissatisfaction with the inconsistent...

A Service-Level Agreement (SLA) is a document that establishes customer expectations regarding the performance and quality of services provided by the SOC (Security Operations Center). It defines thelevel of service expected, including aspects like response times, availability, and support after regular work hours. An SLA helps in setting clear expectations and improving customer satisfaction by outlining the standards and commitments of the service provider.