Operational Level Agreement
An operational level agreement (OLA) is a contract between two or more parties that outlines the operational level expectations, roles, and responsibilities for services and service delivery. The agreement should be tailored to the specific needs of the organization and services being procured.
An OLA can help ensure that all stakeholders understand their roles and responsibilities in the service delivery process. It can also help to identify and document any dependencies between different teams or individuals. OLAs are often used in conjunction with Service Level Agreements (SLAs) to provide a complete picture of service delivery expectations.