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What is an Operational Level Agreement?

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An operational level agreement, commonly abbreviated OLA, is a set of procedures, processes, structures and responsibilities that are used by teams to achieve a service level agreement.
An operational level agreement documents commitments between operations teams whereas a service level agreement documents commitments to the customer.
The primary purpose of an operational level agreement is to specify how a service will be delivered as a contract between teams. This typically includes things such as accountabilities, responsibilities, response times, call trees and a basic outline of processes. In many cases, processes may be documented elsewhere as the focus of an operational level agreement is making commitments to deliver an SLA.
Overview: Operational Level Agreement
Definition (1)
A service management contract between operations teams.
Definition (2)
A documented agreement between operations teams concerning how a service will be managed to achieve the terms of service level agreements.
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