Service-level agreement wikipedia.org
The Service Level Agreement Zone sla-zone.co.uk
SLA Toolkit service-level-agreement.net
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SLA@SOI sla-at-soi.eu
Operational-level agreement | OLA
Operational-level agreement wikipedia.org
An operational-level agreement (OLA) defines the interdependent relationships in support of a service-level agreement (SLA). The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services. The objective of the OLA is to present a clear, concise and measurable description of the service provider's internal support relationships.
OLA(s) are not a substitute for an SLA. The purpose of the OLA is to help ensure that the underpinning activities that are performed by a number of support team components are clearly aligned to provide the intended SLA.