An operational level agreement (OLA) is a key component of any service level agreement (SLA) between a service provider and their customers. While the SLA provides a broader overview of the services offered, the OLA provides in-depth information about the specific operation of those services.
So, who is the audience of an OLA?
In short, the audience of an OLA is the internal team responsible for delivering the service. This could include IT staff, technical support, customer service representatives, and any other team members involved in the delivery of the service.
The OLA outlines the specific tasks and responsibilities of each team member, as well as the expected response times, escalation procedures, and service level targets. It also details the procedures for monitoring and reporting on the service performance.
By having a clear and concise OLA in place, the internal team responsible for delivering the service can work more efficiently and effectively. They know what is expected of them and can quickly identify and resolve any issues that arise.
Additionally, the OLA can also be shared with the customers of the service as a way of demonstrating the internal team’s commitment to delivering high-quality service. It gives customers a clear understanding of what to expect in terms of service levels, response times, and escalation procedures.
In essence, the OLA is a critical document that helps to ensure the smooth and effective delivery of services. By clearly defining roles, responsibilities, and expectations, it enables the internal team to work more effectively and deliver exceptional service to customers.
In conclusion, the audience of an OLA is the internal team responsible for delivering the service. However, it can also be shared with customers to provide transparency and build trust in the service provider. As a professional, it is important to ensure that the OLA is well-written and contains the proper keywords to make it easily discoverable online.