An SLA (Service Level Agreement) defines performance expectations, including response time, prioritization, and resolution time for services and support issues. It helps the technician determine which task has higher priority based on business impact.
A). NDA (Non-Disclosure Agreement) relates to confidentiality, not task prioritization.
B). AUP (Acceptable Use Policy) defines user behavior, not issue handling.
D). MOU (Memorandum of Understanding) outlines informal agreements and doesn't define ticket priorities.
# Reference:
CompTIA Network+ N10-009 Official Objectives: 4.1 - Compare and contrast common documentation types.