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03/22/07 1 OLA template final.doc Operational Level Agreement (OLA) Template Operational Level Agreement (OLA) By ITS Service Providers For Service name Effective Date: Document Owner: Version Version Date Revision / Description Author Approval Approver Title Approval Date Agreement Termination Approver Title Termination Date Other Agreement Ref.: Last Update: March 22, 2007 Operational Level Agreement (OLA) Template Table of Contents Operating Level Agreement (OLA) Template ........................................................................................................... 2 Parties Responsible 2.1 Stakeholders List all relevant contact persons, for example: The following Service Provider(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this OLA: Stakeholder Stakeholder 1 Stakeholder 2 Title / Role Title / Role Title / Role Contact Information Contact Information Contact Information NOTE: Availability is defined in Section 4, Hours of Coverage, Response Time Escalations.. 5.6 Service Exceptions Any deviations from current policies, processes and standards are noted by the following Service Exceptions: (Insert any special exceptions related to coverage times and dates) Exception Federal Holidays Fiscal Year Close Emergency service coverage Parameters N/A Last business day in May Critical business need Coverage No coverage Additional coverage, 8:00 a.m. to 5:00 p.m. U.S. Eastern time Customer may request support by contacting the Help Desk during from 8am-5pm or 99 from 5pm8am Last Update: March 22, 2007 Operational Level Agreement (OLA) Template 6 Reporting, Reviewing and Auditing Any agreement requires oversight and reporting, and no agreement runs forever..
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