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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.

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