Operational Level Agreement (OLA)

An Operational Level Agreement (OLA) is a formal document that defines how different internal teams or departments within an organization work together to support a specific service. It outlines roles, responsibilities, processes, and performance expectations to ensure smooth cooperation. OLAs help ensure that all parts of the organization are aligned and working efficiently to meet customer needs and service standards. They are essential for maintaining consistent service delivery and minimizing issues caused by misunderstandings or gaps between teams.