Correct answer:

SLAs is correct. Whereas a contract spells out general terms and costs for services, the service level agreement (SLA) is where the real meat of the business relationship and concrete requirements come into play. The SLA spells out in clear terms the minimum requirements for uptime, availability, processes, customer service and support, security controls and requirements, auditing and reporting, and potentially many other areas that define the business relationship and the success of it.

Incorrect answers:

All other answers choices are incorrect.