The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

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Options

• AAn SLA is legally binding, an OLA is a best efforts agreement
• BAn SLA defines the service to be provided, an OLA defines internal support needed to deliver the
• CAn SLA defines Service Level Requirements, an OLA defines Service Level Targets
• DAn SLA is with an external customer, an OLA is with an internal customer

• A
  83% (35)
• B
  5% (2)
• C
  10% (4)
• D
  2% (1)

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