About the Service Level Agreement and Operating Level Agreement
A Service Level Agreement (SLA) is a contract between an organization and its service provider, which sets the expectations and requirements for service delivery. The SLA can be between an external customer and your customer support team or between your organization's employees and your IT department. The SLA formally defines the agreed-upon services, priorities, and responsibilities that are required to support the customers and users.
An Operating Level Agreement (OLA) defines how departments work together to meet the requirements that are documented in an SLA. The OLA describes the responsibilities of each internal support group toward other support groups, including the process and the time frame for delivering their services. The OLA helps ensure that the activities of the multiple support teams are aligned to provide the contracted service.
Typically, corporate policy defines the overall SLA. A default SLA is built in to the Incident Management process. You can edit the default SLA time frames and you can set up the SLA and OLA in any custom process that you create.
For more information about setting up an SLA and OLA in a process and setting time frames in the SLA, see the ServiceDesk Customization Guide.
Imported Document ID: HOWTO61500
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