The integrity and availability of backups is important to us, but occasional operational reasons such as software or hardware malfunctions or a backup or restore process that takes longer than normal may prevent us from maintaining the configured backup frequency or the total number of backup snapshots. However, we guarantee that at least 80% of the configured backup points are available for recovery on your server. Simply put, an OLA tells the service provider`s internal teams what to do, how to do it, and when – and what to do in case of irregularities or emergencies. While this may seem a bit intimidating for OLA beginners, it`s still worth a try, especially since you can see what shape your OLA might take in the future. To avoid mistakes, avoid misunderstandings and everyone is on the same level so that the goals, targets and objectives defined in your service level agreements (SLAs) can be achieved, an OLA is the solution. An operational level agreement (OLA) defines the interdependent relationships to support a service level agreement (SLA).  The agreement outlines the responsibilities of each internal support group to the other support groups, including the process and timeline for the delivery of their services. The objective of the OLA is to present a clear, concise and measurable description of the service provider`s internal support relationships. Does your organization use agreements at the operational level? If so, do you have any additional tips, tricks, or ideas you`ll want to share with the Process Street community? Share them via the comments section below! 💡 Noja Consulting Limited created this practical enterprise-level agreement template for Microsoft Word. This means you can do more than just look at and collect what exactly is in an OLA and how the information is displayed – you can also modify the template to suit your own needs! An OLA is to SLA what Robin is to Batman.