Operational Level Agreement

OLAs define the internal support commitments that underpin customer-facing SLAs. For example, if the SLA promises 4-hour P1 resolution, the OLA might require the network team to respond within 30 minutes and the application team to provide diagnostics within 1 hour. OLAs ensure that internal teams understand their responsibilities and timescales. They're negotiated between service level management and internal support groups. If OLAs are consistently breached, the SLA is at risk. Monitoring OLA performance helps identify internal capability gaps before they impact customers.