Operational level agreement
Operational level agreement
(also OLA)
Operational level agreement definition
An agreement between departments detailing how they work together to support a company’s services. This document covers each department’s responsibilities, processes, and expected response times.
Real operational level agreement examples
Customer support: An OLA governs how customer service gets your complaint to the appropriate department and the expected timeframe for dealing with your issue.
IT services: Companies have strict OLAs about server uptime and maintenance to avoid prolonged disruption to their services.
