Operational Level Agreement
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An Operational Level Agreement or OLA is an agreement for a delivery made between two parts of the same organisation, e.g. between an IT Service provider and the department responsible for power supply. The agreement defines what should be delivered, the quality of it, and the responsibilities of both parties.
sample OLA
This agreement is made between name_here & name here
- Detaila of previous amendments
- Support service description
- Scope of the agreement
- Service hours
- Service targets
- Contact points and escalation
- Service desk and incident response times and reponsibilities
- Problem response times and responsibilities
- Change Management
- Release Management
- Configuration Management
- Information security management
- Availability management
- Service continuity management
- Capacity management
- Service level management
- Supplier management
- Provision of information
- Glossary
- Amendment sheet
