Unlike SLAs (customer-facing commitments), Operational Level Agreements (OLAs) and their specifications ensure internal teams meet the service commitments defined in SLAs.
Operational Level Specification (OLS)
Define Internal Performance, OLS defines measurable internal performance parameters for operational teams, workgroups, or support units.
Purpose of OLS:
Break down high-level SLA targets into manageable internal commitments
Assign measurable targets to resolver groups
Define how performance will be calculated
Operational Level Agreement (OLA)
Internal Commitment between Teams: OLA is the formal internal agreement between operational teams to support SLA fulfillment.
OLA typically defines:
Internal response time
Internal resolution time
Escalation path
Ownership rules
Support window
The following graphic represents SLA and OLA functionality in ticket resolution.
For more information, refer to the following: