What is the relationship between SLA, OLAs and Underpinning contracts?
Service Level Agreements (SLAs) are agreements made between the IT Service Provider and the internal customers of an organization. They represent the negotiated and agreed levels of service delivery that the business requires. SLAs are supported (or underpinned) by two other agreement types. These other two agreements are not for the eyes of the customer has they relate to how the service will be delivered that has been agreed in the SLA. The OLA is an agreement within the IT department. It is an assurance that each responsible area associated with the delivery of a service is aware of their part in delivering that service. The Underpinning contract is the same concept, but it is made between the IT Service Provider and a third party organization.
