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Operational Level Agreement

Operational Level Agreement Template for New Zealand

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Key Requirements PROMPT example:

Operational Level Agreement

"I need an Operational Level Agreement to establish service standards between our IT Operations department and Service Desk, with specific focus on 24/7 support requirements and incident response times for our financial services operations in New Zealand."

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Document background
The Operational Level Agreement (OLA) is a crucial internal document used in New Zealand organizations to formalize service relationships between different departments or business units within the same entity. This document type is particularly important when multiple internal teams need to collaborate effectively to deliver services, either to support external Service Level Agreements (SLAs) or to maintain efficient internal operations. The OLA defines specific operational metrics, responsibilities, and performance standards while ensuring compliance with New Zealand legal requirements, including the Contract and Commercial Law Act 2017 and Privacy Act 2020. It is commonly used in organizations with complex service delivery structures and is essential for maintaining clear accountability, service quality, and operational efficiency.
Suggested Sections

1. Parties: Identification of the internal departments/units involved in the agreement

2. Background: Context of the agreement, relationship to broader SLAs, and organizational objectives

3. Definitions: Clear definitions of technical terms, service metrics, and key concepts used in the agreement

4. Service Description: Detailed description of services to be provided between departments

5. Service Hours and Availability: Specified hours of operation and service availability commitments

6. Performance Metrics: Specific, measurable performance indicators and service levels

7. Roles and Responsibilities: Detailed breakdown of each department's duties and responsibilities

8. Communication Protocols: Procedures for routine communication and escalation paths

9. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting

10. Review and Amendment Process: Procedures for periodic review and modification of the agreement

11. Issue Resolution: Process for addressing service delivery issues and disputes

12. Term and Termination: Duration of the agreement and conditions for termination or modification

Optional Sections

1. Security Requirements: Specific security protocols and requirements, included when services involve sensitive data or systems

2. Business Continuity: Disaster recovery and business continuity procedures, included for critical services

3. Training Requirements: Staff training and certification requirements, included when specific expertise is needed

4. Cost Allocation: Internal cost distribution mechanisms, included when cross-charging applies

5. Quality Assurance: Specific quality control measures, included for complex or high-risk services

6. Compliance Requirements: Specific regulatory or policy compliance requirements, included when relevant to the service

7. Resource Management: Details of resource allocation and management, included for resource-intensive services

Suggested Schedules

1. Service Level Targets: Detailed breakdown of specific performance metrics and targets

2. Operating Procedures: Step-by-step procedures for routine operations and processes

3. Contact Matrix: Detailed contact information for key personnel and escalation paths

4. Technical Specifications: Detailed technical requirements and specifications

5. Reporting Templates: Standard templates for service level reporting

6. RACI Matrix: Detailed responsibility assignment matrix

7. Service Calendar: Calendar of key dates, maintenance windows, and review periods

Authors

Alex Denne

Head of Growth (Open Source Law) @ ¶¶Òõ¶ÌÊÓƵ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions








































Clauses






























Relevant Industries

Information Technology

Financial Services

Healthcare

Telecommunications

Government Services

Manufacturing

Retail

Education

Professional Services

Transportation and Logistics

Relevant Teams

IT Operations

Service Desk

Infrastructure Support

Application Development

Network Operations

Security Operations

Quality Assurance

Business Operations

Technical Support

Process Management

Service Delivery

Compliance

Performance Management

Resource Management

Relevant Roles

IT Operations Manager

Service Delivery Manager

Department Head

Operations Director

Service Level Manager

Quality Assurance Manager

Process Owner

Technical Support Manager

Infrastructure Manager

Service Desk Manager

Compliance Officer

Operations Coordinator

Department Supervisor

Business Unit Manager

Industries







Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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