Difference Between OLA and SLA

OLA vs SLA

OLA, or Operational Level Agreement, and SLA, or Service Level Agreement, are agreements that are widely used in the Information Technology sector. Well, the names itself show that they are different in their characteristics.

When taking about the two, OLA refers to the operational level of agreement, and SLA refers to the service level of agreement. SLA focuses on the service part of agreement, like the uptime of services and performance. On the other hand, OLA is an agreement in respect to maintenance and other services.

Let us first see what SLA stands for. The Service Level Agreement is basically a contract between a service provider and a customer. The agreement ensures that all the computer equipment will be well maintained.

When talking about OLA, it is an agreement between the internal support groups of an institution that supports SLA. According to the Operational Level Agreement, each internal support group has certain responsibilities to the other group. The OLA clearly depicts the performance and relationship of the internal service groups. The main objective of OLA is to ensure that all the support groups provide the intended Service Level Agreement.

Unlike the Operational Level Agreement, the Service Level Agreement connects the service providers with the customers.

The Service Level Agreement is applied to the overall ticket resolution process. It is also based on the service contract with the customer. On the other hand, Operational Level Agreements are not applied to the overall ticket resolution process. It is specified only for the support group to which the ticket is assigned.

When comparing the target groups, the OLAs have shorter target groups than the SLAs. Another difference that can be seen is that the Operational Level Agreement is more technical than the Service Level Agreement.

Summary:

1. Service Level Agreement focuses on the service part of the agreement, like uptime of services and performance. On the other hand, Operational Level Agreement is an agreement in respect to maintenance and other services.

2. The Service Level Agreement is basically a contract between a service provider and a customer. OLA is an agreement between the internal support groups of an institution that supports SLA.

3. When comparing the target groups, the OLA has smaller target group than the SLA.

4. Unlike the OLA, the SLA connects the service providers to the customers.

5. The Operational Level Agreement is more technical than the Service Level Agreement.

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