Operational Level Agreement (OLA)

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An operational level agreement (OLA) is a document that explicitly states the roles, responsibilities, actions, processes, and policies involved so that a particular SLA can be fulfilled by the service provider. Simply put, an OLA tells the service provider’s internal teams what to do, how to do it, and when – plus, what should be done in the cases of irregularity or emergency.[1]

  1. Definition - What is a Operational Level Agreement (OLA)? Process.St