Determining Contractual Obligations for 24/7 Support Vendor

B.

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The correct answer is B. SLA (Service Level Agreement).

A Service Level Agreement (SLA) is a document that outlines the level of service that a service provider will deliver to the client. It establishes the contractual obligations, roles, and responsibilities of both the service provider and the client.

In the scenario presented, the company hired an outside vendor to provide 24/7 support. The SLA would define the specific services that the vendor will provide, the quality of service the company can expect to receive, and the terms and conditions of the agreement between the company and the vendor.

The SLA would also typically define the scope of work, the response times for support requests, the metrics that will be used to measure the vendor's performance, and any penalties or remedies that would be applicable if the vendor fails to meet their obligations.

Option A, a PO (Purchase Order), is a document used to initiate a purchase transaction. It would not contain the detailed contractual obligations that would be found in an SLA.

Option C, a LOI (Letter of Intent), is a document that expresses an intention to do business together but does not establish the specific terms and conditions of the agreement.

Option D, a MOU (Memorandum of Understanding), is a document that outlines the broad terms of an agreement but does not include the detailed contractual obligations that would be found in an SLA.

Therefore, the best document to determine the contractual obligations in this scenario is the Service Level Agreement (SLA).