Explanation: You will most probably find this information in the Service Level Agreement document. Amongst other information, SLA contains information about the agreed Service Hours and maintenance slots for any particular Service. Service Level Agreement (frequently abbreviated as SLA) is a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance. Service Level Agreement (SLA) is a negotiated agreement between two parties where one is the customer and the other is the service provider. This can be a legally binding formal or informal ‘contract’. Contracts between the Service Provider and other third parties are often (incorrectly) called SLAs, as the level of service has been set by the (principal) customer there can be no ‘agreement’ between third parties (these agreements are simply a ‘contract’). Operating Level Agreements or OLA(s) however, may be used by internal groups to support SLA (s). Answer: B is incorrect. Release Policy is a set of rules for deploying releases into the live operational environment, defining different approaches for releases depending on their urgency and impact. Answer: C is incorrect. The Service Level Requirements document contains the requirements for a service from the client viewpoint, defining detailed service level targets, mutual responsibilities, and other requirements specific to a certain group of customers. Answer: D is incorrect. Underpinning Contract (UC) is a contract between an IT service provider and a third party. In another way, it is an agreement between the IT organization and an external provider about the delivery of one or more services. The third party provides services that support the delivery of a service to a customer. The Underpinning Contract defines targets and responsibilities that are required to meet agreed Service Level targets in an SLA.