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The Service Level Agreement (SLA) best represents the business needs of external end users as it is designed specifically to outline the level of service expected from a service provider. An SLA typically defines the metrics by which the service is measured, as well as the obligations of both the service provider and the customer. This document ensures that the needs and expectations of external users are formally recognized and served by establishing clear standards and responsibilities, which helps in building trust and accountability.

On the other hand, while an Operational Level Agreement (OLA) focuses on internal service providers and the responsibilities required to support SLAs, it does not directly address the needs of external end users. A maintenance contract generally pertains to the upkeep of equipment or services rather than the broader service expectations, making it less relevant in capturing the specific expectations of external clients. Hence, SLAs are tailored to represent and ensure that the service levels meet the demands of those directly utilizing the services, aligning closely with the business needs of external end users.