In IT service management, Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) play distinct but complementary roles, especially in third-party maintenance for Data Centers.
What is an SLA?
An SLA is a contract between a service provider (like Sureworks) and its clients, setting expectations for service quality. It includes metrics like response times, uptime, and resolution times to ensure customer satisfaction.
What is an OLA?
An OLA is an internal agreement within the service provider’s organization. It defines responsibilities and timelines between internal teams to meet SLA commitments, ensuring smooth coordination and accountability.
How They Work Together
SLAs set customer expectations, while OLAs ensure internal teams work effectively to meet those promises. At Sureworks, this balance helps us consistently deliver reliable Data Center maintenance services.
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