Document background
The Operational Level Agreement (OLA) serves as a critical internal document for organizations operating under Belgian law, establishing clear service delivery standards and operational procedures between different departments or units within the same organization. This document is essential when there's a need to formalize internal service relationships, particularly in support of external Service Level Agreements (SLAs) or to ensure consistent service quality across the organization. The OLA defines specific performance metrics, response times, and responsibilities while ensuring compliance with Belgian contract law and relevant regulations such as GDPR. It's particularly valuable for organizations with complex internal service delivery requirements or those needing to maintain clear accountability and service standards across different functional areas.
