How can you describe an operational level agreement (OLA) ?

• It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers.
• It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties.
• It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity.
• It is an agreement between a supplier and another part of the same organization that assists with the provision of services.