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The objective of the OLA is to present a clear, concise and measurable description of the service provider's internal support relationships. OLA is sometimes expanded to other phrases but they all have the same meaning: organizational-level agreement; operating-level agreement; operations-level agreement. OLA is not a substitute for an SLA.
The SLA is the entire agreement that specifies what service is to be provided, how it is supported, times, locations, costs, performance, and responsibilities of the parties involved. SLOs are specific measurable characteristics of the SLA such as availability, throughput, frequency, response time, or quality.
The output received by the customer as a result of the service provided is the main focus of the service level agreement. Service level agreements are also defined at different levels: Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a supplier (IT service ...
Overall SLA and Contractual alignment is biggest challenge in SIAM. Blame Game is still an issue. SIAM functions as a neutral party but when issues crops up vendors blame each other and finding a common ground is a challenge.
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SLIs form the basis of service level objectives (SLOs), which in turn form the basis of service level agreements (SLAs); [1] an SLI can be called an SLA metric (also customer service metric, or simply service metric). Though every system is different in the services provided, often common SLIs are used.
SLA may refer to: Geography. Martín Miguel de Güemes International Airport, Salta, Argentina, IATA code; Science and engineering. Sealed lead-acid battery;
CAI—Computer-aided instruction; CAM—Computer-aided manufacturing; CAP—Consistency availability partition tolerance (theorem) CAPTCHA—Completely automated public Turing test to tell computers and humans apart; CAT—Computer-aided translation; CAQ—Computer-aided quality assurance; CASE—Computer-aided software engineering; cc—C compiler