Process terms and definitions
- Service level agreement (SLA): An SLA is defined as an agreement between the customer and the service provider within the same organization. The agreement will document the service, how it is measured, what the customer and service provider are responsible for, and the business processes that are fulfilled.
- Operational level agreement (OLA): An OLA is defined as an agreement with a component provider within the service provider organization that describes the performance and availability capabilities that could be offered for a service. It describes the commitments made by component providers to support the SLA targets.
- Underpinning contract: An underpinning contract is defined as a contract between the internal service provider and their external suppliers. The underpinning contract should align with and support OLA and SLA targets. Also described in this chapter as the supplier contract.