I have the same question. What's the exact difference practically between OLA and SLA values for agreement types?
How the values setting differ when it's attached to an incident ticket for example?
For instance you can differentiate the calendar (service calendar for sla and support group calendar for support group)
After, in term of implementation, there are for me no difference (i say at tool level, of course it's different in trrm of process)
There are 3 types of Agreement:
1) Service level agreements (SLAs) - agreements between the customer and the service provider.
2) Operational level agreements (OLAs) - created to track internal processes.It may be within departments of one organization.
3) Underpinning contracts (UCs) - used to track performance against a prearranged agreement(SLAs)It supports main SLA The agreement is done by your service team with an external service provider.
Hope this will help you..!!
I understand the definitions however I need to understand this in a practical way.
Especially in an environment with multiple service providers.
Please may you provide examples... it gets a bit confusing when trying to explain to a customer.
SLA's you can define as response SLA, resolution SLA
For example you can define Response\Resolution SLA as
P1 Incidents - Less than 30 mins -- Any incident raised with P1 needs to be responded\resolved in less than 30 mins
P2 Incidents - Less than 2 Hours -- Any incident raised with P2 needs to be responded\resolved in less than 2 Hours
P3 incidents - Less than 8 Hours -- Any incident raised with P2 needs to be responded\resolved in less than 8 Hours
P4 incidents - Less than 24\48 Hours -- Any incident raised with P2 needs to be responded\resolved in less than 24\48 Hours
And you can set priority matrix for the P1 to P4 with different measures like all business operations are down is considered as P1, One site or multiple Site Downs then consider it as P2, Few users or support teams are impacted consider it as P3, Single user impacted consider it as P4, etc.
I understand this this but how does the Underpinning contracts work with SLAs.
I just need to explain this practically. I understand OLA just fine.
1 of 1 people found this helpful
In general terms, the following applies although it is up to the business on how they want to distinguish and report against the terms.
SLA > Service Target with a Service Provider
OLA > Service Target with internal business unit
UPC > Service Target with a third party Vendor