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Agreements

An agreement is a documented understanding between two parties. An agreement defines the compliance targets, review periods, penalties and rewards, and milestones, as well as the associated service targets. An agreement is used to group service targets and define the overall terms of the service offering and to measure compliance against those terms.


Service level agreements

Service level agreements (SLA) are external agreements between a service provider and a customer. They allow you to track the performance and progress against your commitments to the customer so that you can react quickly to make sure that the goals defined in the SLAs are met.

SLAs can consist of one or more service targets.

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Operational level agreements

Operational level agreements (OLA) are internal agreements that a service provider defines for internal users to meet SLAs. OLAs can also contain one or more objectives or service targets. The OLAs are used to track internal service commitments such as the following service targets:

  • Response time for incident tickets assigned to IT groups
  • Availability of the servers supporting various applications

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