OPERATING LEVEL AGREEMENT OLA Form

What is the operating level agreement (OLA)?

An operating level agreement (OLA) is a formal document that outlines the expectations and responsibilities between internal teams or departments within an organization. It serves as a framework to ensure that all parties understand their roles in delivering services and meeting operational goals. The OLA typically includes details regarding service levels, performance metrics, and communication protocols, helping to foster collaboration and efficiency in achieving business objectives.

Key elements of the operating level agreement (OLA)

When creating an operational level agreement, several key elements should be included to ensure clarity and effectiveness:

• Service Description: A detailed explanation of the services provided, including scope and limitations.
• Performance Metrics: Specific criteria used to measure the success of the services, such as response times and resolution rates.
• Roles and Responsibilities: Clearly defined roles for each party involved, outlining who is responsible for what.
• Communication Procedures: Guidelines for how and when teams will communicate regarding service delivery and issues.
• Review and Revision Process: A process for regularly reviewing the OLA to ensure it remains relevant and effective.

Steps to complete the operating level agreement (OLA)

Completing an operational level agreement involves several important steps to ensure all parties are aligned:

1. Identify Stakeholders: Determine which departments or teams will be involved in the OLA.
2. Gather Requirements: Collect input from stakeholders about their needs and expectations.
3. Draft the Agreement: Create the initial document, incorporating the key elements discussed.
4. Review and Revise: Share the draft with stakeholders for feedback and make necessary adjustments.
5. Finalize and Sign: Once all parties agree, finalize the document and obtain signatures to formalize the agreement.

Legal use of the operating level agreement (OLA)

For an operating level agreement to be legally binding, it must meet specific criteria. This includes having clear terms, mutual consent from all parties, and compliance with relevant laws. Additionally, it is important to ensure that the OLA is signed by authorized representatives to validate its enforceability. Organizations should also keep records of the agreement and any amendments made over time to maintain legal compliance.

Examples of using the operating level agreement (OLA)

Operational level agreements can be applied in various contexts within an organization. Here are a few examples:

• IT Services: An OLA between the IT department and other business units outlining support response times and service availability.
• Customer Support: An agreement detailing the expected turnaround times for customer inquiries and issue resolutions.
• HR Services: A document specifying the timelines for recruitment processes and employee onboarding procedures.

How to obtain the operating level agreement (OLA)

Obtaining an operational level agreement typically involves internal collaboration. Organizations should start by identifying the departments that will be involved in the agreement. Once stakeholders are identified, they can work together to draft the OLA, ensuring that all necessary elements are included. It may also be beneficial to consult legal or compliance teams to ensure that the agreement meets all regulatory requirements. After drafting, the agreement should be reviewed, finalized, and signed by all parties.