The Operational Level Agreement serves as a critical internal document that defines and governs the working relationships between different departments or units within an organization under Dutch law. This agreement type is particularly essential when multiple internal groups must collaborate effectively to meet external service commitments outlined in Service Level Agreements (SLAs). The OLA establishes clear performance metrics, responsibilities, and operational procedures while ensuring compliance with Dutch legal requirements, including the Dutch Civil Code (Burgerlijk Wetboek) and relevant EU regulations. It's commonly used in organizations where service delivery depends on multiple internal departments working in harmony, and where clear accountability and performance measurement are crucial for operational success.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of the internal departments or units entering into the agreement
2. Background: Context of the agreement, relationship to external SLAs, and general purpose of the OLA
3. Definitions: Clear definitions of technical terms, service-related terminology, and key concepts used throughout the agreement
4. Scope of Services: Detailed description of services covered by the agreement and their boundaries
5. Service Hours and Availability: Operating hours, service windows, and availability commitments
6. Performance Metrics: Specific, measurable performance indicators and service level targets
7. Roles and Responsibilities: Clear delineation of each party's duties and responsibilities
8. Communication and Reporting: Communication protocols, reporting requirements, and escalation procedures
9. Problem Management: Processes for identifying, reporting, and resolving issues
10. Review and Improvement: Procedures for regular review and continuous improvement of services
11. Term and Termination: Duration of the agreement and conditions for modification or termination
1. Resource Management: Include when specific resource allocation needs to be documented between departments
2. Security Requirements: Include when services involve sensitive data or systems requiring specific security measures
3. Business Continuity: Include when service delivery requires specific disaster recovery or continuity arrangements
4. Training and Knowledge Transfer: Include when specific training or knowledge sharing requirements exist between departments
5. Cost Allocation: Include when internal cost charging or resource billing needs to be documented
6. Change Management: Include when specific procedures for managing changes to services or systems need to be detailed
7. Compliance Requirements: Include when specific regulatory or internal compliance requirements need to be documented
1. Schedule 1: Service Level Targets: Detailed breakdown of all performance metrics and targets
2. Schedule 2: Technical Specifications: Detailed technical requirements and specifications for service delivery
3. Schedule 3: Operating Procedures: Step-by-step procedures for routine operations and maintenance
4. Schedule 4: Escalation Matrix: Detailed escalation procedures and contact information
5. Schedule 5: Report Templates: Standard templates for required reports and documentation
6. Appendix A: Service Request Catalog: Catalog of standard service requests and their processing requirements
7. Appendix B: Contact Directory: List of key contacts and their roles in both departments
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Telecommunications
Manufacturing
Professional Services
Government Services
Education
Retail
Transportation and Logistics
Energy and Utilities
Relevant Teams
IT Operations
Network Services
Application Support
Infrastructure Services
Service Desk
Development
Quality Assurance
Security Operations
Cloud Services
Database Administration
Process Management
Resource Management
Performance Monitoring
Compliance
Relevant Roles
IT Operations Manager
Service Delivery Manager
Department Head
Technical Support Manager
Infrastructure Manager
Quality Assurance Manager
Service Level Manager
Operations Director
Technical Team Lead
Process Manager
Department Coordinator
Compliance Officer
Performance Manager
Resource Manager
Find the exact document you need
Sla (Retail)
Dutch-law governed Service Level Agreement for retail operations, defining service standards and performance metrics between providers and retail customers.
find out more
SLA Request
A Dutch-law governed SLA Request document establishing service delivery standards and performance metrics between service provider and recipient.
find out more
SLA Fulfillment
Dutch law-governed SLA Fulfillment agreement defining service levels, performance metrics, and delivery standards between provider and customer.
find out more
SLA Administration
Dutch-law governed SLA Administration contract establishing service level management framework, performance metrics, and administrative procedures between service providers and clients.
find out more
Default SLA
A Dutch law-governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
find out more
Basic SLA
A Dutch law-governed Basic Service Level Agreement defining service standards, performance metrics, and delivery terms between provider and customer.
find out more
SLA Telecom
Dutch law-governed telecommunications Service Level Agreement defining service standards, performance metrics, and operational requirements for telecom services provision.
find out more
SLA For Problem Management
Dutch-law governed SLA defining problem management services, responsibilities, and performance metrics for IT incident resolution.
find out more
Missed SLA
A formal document under Dutch law addressing Service Level Agreement (SLA) breaches, outlining violation details, implications, and remediation measures.
find out more
IT Service Desk SLA
Dutch-law governed IT Service Desk SLA defining service levels, performance metrics, and operational requirements for IT support services.
find out more
Improved SLA
An enhanced Service Level Agreement under Dutch law establishing detailed service standards and performance metrics with improved accountability measures.
find out more
Expected SLA
Dutch-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.
find out more
Agency SLA
Dutch-law governed agreement combining agency appointment with service level commitments between principal and commercial agent.
find out more
SLA Production
A Dutch law-governed Service Level Agreement defining performance metrics and quality standards for production services in the Netherlands.
find out more
SLA Delivery Time
A Dutch law-governed Service Level Agreement establishing delivery time commitments, performance metrics, and remedies for service delivery.
find out more
Service Level Agreement For Schools
Dutch-law compliant Service Level Agreement template for educational institutions, covering service delivery, performance metrics, and data protection requirements.
find out more
Tier 3 SLA
Dutch law-governed Tier 3 Service Level Agreement defining performance metrics and support requirements for non-critical IT services.
find out more
SLA Uptime
Dutch-law governed Service Level Agreement (SLA) establishing uptime commitments and performance metrics for service availability, with associated remedies and reporting requirements.
find out more
SLA Planning
A Dutch law-governed Service Level Agreement Planning document that establishes service delivery commitments and performance metrics between providers and clients.
find out more
Sla (Healthcare)
Dutch healthcare service level agreement template compliant with Netherlands healthcare regulations and EU data protection laws.
find out more
Server Level Agreement
Dutch-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
find out more
Normal SLA
A Dutch law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
find out more
Cleaning Service Level Agreement
Dutch-law compliant service level agreement template for professional cleaning services, establishing service standards and operational requirements.
find out more
SLA Warehouse
Dutch law-governed warehouse service level agreement defining performance metrics and operational standards for storage services.
find out more
SLA Training
A Dutch law-governed agreement establishing service levels and quality standards for professional training services delivery.
find out more
SLA Storage
Dutch-law governed Storage Service Level Agreement defining performance metrics, security requirements, and data protection measures for storage services.
find out more
SLA Product Management
A Dutch law-governed Service Level Agreement defining terms and metrics for product management services, compliant with Netherlands jurisdiction requirements.
find out more
SLA Level 1
A Dutch law-governed Service Level Agreement (SLA) Level 1 defining basic service standards and performance metrics between provider and customer.
find out more
SLA Employee
A Dutch-law governed Service Level Agreement that sets performance standards and service expectations for employees while ensuring compliance with Netherlands employment regulations.
find out more
SLA Database
Dutch-law governed Service Level Agreement for database services, defining performance metrics and compliance requirements.
find out more
SLA Audit
A Dutch law-governed document establishing procedures and requirements for conducting Service Level Agreement (SLA) audits.
find out more
SLA Asset Management
Dutch-law governed Service Level Agreement for Asset Management services, defining performance standards and regulatory compliance requirements under Dutch financial regulations.
find out more
SLA Account Management
Dutch-law governed Service Level Agreement template for account management services, including performance metrics and service standards.
find out more
SLA 99.999 Downtime
Dutch law-governed Service Level Agreement guaranteeing 99.999% service availability with comprehensive technical and legal provisions.
find out more
SLA 8x5
Dutch-law governed Service Level Agreement for 8x5 service delivery, defining performance metrics and operational parameters for standard business hours support.
find out more
Shipping SLA
Dutch law-governed Service Level Agreement defining performance standards and operational requirements for shipping and logistics services in the Netherlands.
find out more
Latency SLA
A Dutch law-governed Service Level Agreement specifying latency requirements, measurement methods, and remedies for network or application performance.
find out more
Guaranteed SLA
A Dutch law-governed agreement establishing guaranteed service levels with specific performance metrics and remedies for breach.
find out more
Security Level Agreement
Dutch law-governed agreement setting security requirements and service levels between parties, incorporating Dutch and EU security and data protection regulations.
find out more
Quality SLA
A Dutch law-governed agreement defining quality standards and performance metrics for service delivery, with specific service levels and remedies for non-compliance.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)