Service Level Agreement (SLA)
A contractual agreement setting out the detailed terms under which a service is
provided. SLAs typically govern services that are both measurable and repeatable
and include an enforcement mechanism that typically includes financial penalties
for non-compliance.
Operational-Level Agreement (OLA)
Operational-level agreements are typically internal documents established by an
organization to define the essential operational needs of an organization in order
for it to meet the {{performance metrics defined in a Service Level Agreement}}
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