Service level agreement (SLA): responsible for a set of agreements between a service provider and customer that define the scope, quality and speed of the services being provided. Operational Level Agreement (OLA): an internal agreement that outlines how different departments and teams will support the delivery of services to your clients. OLA SLA Internal-facing between MSP teams and departments External-facing between the MSP ( managed service provider ) and the client Provide operational workflows and guidelines for collaboration Define the level of service expected by the client Outline key responsibilities, dependencies, and relationships Offer key metrics and KPIs for uptime, response time, resolution time, and availability Affect internal operations and daily efficiency Affects the overall client experience and satisfaction Keep teams in syn
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