What document outlines the expectations and performance criteria for technicians?

The document that outlines the expectations and performance criteria for technicians is the Service Level Agreement (SLA). An SLA is a formal agreement between a service provider and a client that defines the level of service expected from the service provider. This typically includes specific performance metrics, responsibilities, and standards that the technician or team must meet during service delivery. By clearly defining these criteria, the SLA sets measurable benchmarks for performance, ensuring that technicians understand their roles and the quality of service they are required to provide.

While other documents, such as an Employee Handbook or Operational Guidelines, may contain relevant policies and procedures, the SLA specifically addresses the expectations and obligations related to service delivery, making it the most relevant choice for outlining performance criteria in a technician context. The Code of Ethics is more focused on the moral principles guiding behavior rather than specific performance measures.