The Operational Level Agreement (OLA) serves as a critical internal document for organizations operating in Singapore, establishing clear service expectations between different departments or business units. It is particularly important when internal IT services need to be measured, monitored, and managed effectively. The document supports broader Service Level Agreements (SLAs) by detailing how different internal groups will work together to deliver services, including specific performance metrics, roles, and responsibilities. Under Singapore's legal framework, this agreement helps ensure compliance with relevant regulations while promoting efficient internal operations.
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1. Parties: Identification of service provider and internal customer/department
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided
5. Service Level Targets: Specific, measurable performance metrics
6. Monitoring and Reporting: How service levels will be measured and reported
7. Roles and Responsibilities: Clear delineation of each party's obligations
1. Change Management: Procedures for implementing changes to services and associated processes
2. Disaster Recovery: Procedures and protocols for ensuring service continuity in emergency situations
3. Security Requirements: Specific security protocols, standards and compliance requirements for service delivery
1. Schedule 1 - Service Level Metrics: Detailed breakdown of performance indicators and measurement targets
2. Schedule 2 - Technical Specifications: Detailed technical requirements, configurations and service parameters
3. Schedule 3 - Escalation Matrix: Contact details and procedures for issue escalation and resolution
4. Schedule 4 - Price Schedule: Cost allocation or chargeback mechanisms if applicable
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