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A service-level agreement is an agreement between two or more parties, where one is the customer and the others are service providers. This can be a legally binding formal or an informal "contract" (for example, internal department relationships). The agreement may involve separate organizations or different teams within one organization.
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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.
Ensuring the observation of internal processes by forced control with help of workflows; Statistical analysis of the number of tickets; Automatic generation of tickets by alarming systems, e.g. network monitoring; Fulfillment of external service agreements (Service Level Agreement, SLA) Systematic collection of questions and answers for FAQs
A master service agreement, sometimes known as a framework agreement, is a contract reached between parties, in which the parties agree to most of the terms that will govern future transactions or future agreements.
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