The Operational Level Agreement serves as a critical internal contract document that supports Service Level Agreements (SLAs) by defining how different departments within an organization will work together to deliver services. Used primarily in the United States, this document establishes clear performance metrics, responsibilities, and operational procedures between internal support groups. The OLA is essential for organizations seeking to maintain consistent service quality, ensure regulatory compliance, and establish clear accountability across different functional areas.
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1. Parties: Identification of all parties involved in the OLA, including their legal names and roles
2. Background: Context of the agreement and relationship between parties
3. Definitions: Clear definitions of technical terms and key concepts used in the agreement
4. Service Description: Detailed description of services to be provided between departments/teams
5. Performance Metrics: Specific, measurable targets and KPIs
6. Roles and Responsibilities: Clear delineation of each party's duties and obligations
7. Operating Hours: Service windows and availability commitments
8. Escalation Procedures: Process for handling issues and incidents
1. Security Requirements: Specific security protocols and compliance requirements when handling sensitive data or systems
2. Disaster Recovery: Procedures for business continuity, required for critical services or high-availability requirements
3. Training Requirements: Specific training needs for staff when specialized skills or certifications are required
4. Change Management: Procedures for implementing changes when frequent system or process changes are expected
1. Schedule 1 - Service Level Targets: Detailed metrics and performance targets
2. Schedule 2 - Technical Specifications: Detailed technical requirements and configurations
3. Schedule 3 - Contact Matrix: List of key contacts and escalation paths
4. Schedule 4 - Reporting Templates: Standard formats for performance reporting
5. Schedule 5 - Process Workflows: Detailed operational procedures and workflows
6. Schedule 6 - Compliance Requirements: Specific regulatory or industry standard requirements
Relevant legal definitions
Agreement
Service Hours
Business Day
Business Hours
Critical Incident
Emergency Change
Escalation Path
First Level Support
Second Level Support
Third Level Support
Incident
Key Performance Indicators (KPIs)
Mean Time Between Failures (MTBF)
Mean Time to Repair (MTTR)
Operating Environment
Performance Metrics
Priority Levels
Resolution Time
Response Time
Service Level Targets
Service Request
Service Window
Scheduled Maintenance
Standard Change
Support Services
System
System Availability
Uptime
User
Workaround
Change Request
Problem
Root Cause
Service Asset
Configuration Item
Stakeholder
Service Provider
Service Recipient
Monitoring Period
Measurement Window
Service Hours
Business Day
Business Hours
Critical Incident
Emergency Change
Escalation Path
First Level Support
Second Level Support
Third Level Support
Incident
Key Performance Indicators (KPIs)
Mean Time Between Failures (MTBF)
Mean Time to Repair (MTTR)
Operating Environment
Performance Metrics
Priority Levels
Resolution Time
Response Time
Service Level Targets
Service Request
Service Window
Scheduled Maintenance
Standard Change
Support Services
System
System Availability
Uptime
User
Workaround
Change Request
Problem
Root Cause
Service Asset
Configuration Item
Stakeholder
Service Provider
Service Recipient
Monitoring Period
Measurement Window
Clauses
Service Scope
Performance Standards
Monitoring and Reporting
Response Times
Resolution Times
Escalation Procedures
Communication Protocols
Resource Allocation
Availability Requirements
Quality Standards
Measurement Methods
Review Procedures
Change Management
Incident Management
Problem Management
Capacity Management
Security Requirements
Business Continuity
Disaster Recovery
Maintenance Windows
Documentation Requirements
Training Requirements
Compliance Requirements
Confidentiality
Data Protection
Access Control
Roles and Responsibilities
Service Hours
Support Levels
Key Performance Indicators
Reporting Requirements
Meeting Schedules
Record Keeping
Audit Rights
Service Improvements
Exit Management
Force Majeure
Amendment Procedures
Dispute Resolution
Term and Termination
Performance Standards
Monitoring and Reporting
Response Times
Resolution Times
Escalation Procedures
Communication Protocols
Resource Allocation
Availability Requirements
Quality Standards
Measurement Methods
Review Procedures
Change Management
Incident Management
Problem Management
Capacity Management
Security Requirements
Business Continuity
Disaster Recovery
Maintenance Windows
Documentation Requirements
Training Requirements
Compliance Requirements
Confidentiality
Data Protection
Access Control
Roles and Responsibilities
Service Hours
Support Levels
Key Performance Indicators
Reporting Requirements
Meeting Schedules
Record Keeping
Audit Rights
Service Improvements
Exit Management
Force Majeure
Amendment Procedures
Dispute Resolution
Term and Termination
Relevant Industries
Relevant Teams
Relevant Roles
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