---
title: "Operation Level"
slug: "operation-level"
updated: 2026-02-13T12:45:23Z
published: 2026-02-13T12:45:31Z
canonical: "help.symphonysummitai.com/operation-level"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Operation Level

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.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Operational Workflow in Apex - visual selection.png?sv=2026-02-06&spr=https&st=2026-10-26T23%3A16%3A48Z&se=2026-10-27T00%3A16%3A48Z&sr=c&sp=r&sig=KE0%2BJU7qaBAWFjFOdu%2ByD4mYwiRdtc0JhgAyB3znFbE%3D)

For more information, refer to the following:

- [Configure Operational Level Specification](/apex/docs/configure-operation-level-specification)
- [Operation Level Specification List](/apex/docs/operation-level-specification-list)
- [Operation Level Agreement List](/apex/docs/operation-level-agreement-list)