The Operational Level Agreement serves as a crucial internal governance document for organizations operating under English and Welsh law. It establishes clear parameters for service delivery between internal departments, defining specific operational requirements, performance metrics, and mutual obligations. This document is particularly valuable when organizations need to formalize internal service arrangements, ensure consistent service quality, and maintain clear accountability structures. The OLA typically supports broader Service Level Agreements (SLAs) with external clients by detailing how internal teams will collaborate to meet service commitments.
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1. Parties: Identification of all parties involved in the agreement, including their legal status and contact details
2. Background: Context of the agreement and relationship between parties
3. Definitions: Clear definitions of technical terms and key concepts used throughout the agreement
4. Service Description: Detailed description of services covered by the OLA
5. Service Level Targets: Specific, measurable performance metrics and targets
6. Roles and Responsibilities: Clear delineation of each party's obligations and duties
7. Monitoring and Reporting: Methods and frequency of performance measurement and reporting
8. Review and Amendment Process: Procedures for periodic review and modification of the agreement
1. Business Continuity: Disaster recovery and service continuation procedures for business-critical services
2. Security Requirements: Specific security protocols and compliance requirements for handling sensitive data or systems
3. Cost Allocation: Internal cost distribution and charging mechanisms between departments
4. Training Requirements: Staff training and certification requirements for specific technical expertise
1. Schedule 1 - Service Level Metrics: Detailed breakdown of performance indicators and measurement methods
2. Schedule 2 - Escalation Matrix: Contact details and procedures for different levels of issue escalation
3. Schedule 3 - Technical Specifications: Detailed technical requirements and configurations
4. Schedule 4 - Report Templates: Standard formats for performance reporting
5. Schedule 5 - RACI Matrix: Detailed responsibility assignment matrix
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