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Operational Level Agreement

Operational Level Agreement Template for Saudi Arabia

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Key Requirements PROMPT example:

Operational Level Agreement

"I need an Operational Level Agreement to establish service levels between our IT Department and HR Department in Riyadh, with specific focus on HR system support and maintenance, including 24/7 critical support requirements and quarterly performance reviews starting March 2025."

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Document background
The Operational Level Agreement (OLA) is a critical internal document used to establish and manage service delivery relationships between different departments or units within an organization operating in Saudi Arabia. This document becomes necessary when internal services need to be formally defined, measured, and managed to support external service commitments or maintain operational efficiency. The OLA details specific service levels, performance metrics, operational procedures, and compliance requirements aligned with Saudi Arabian regulations, including those from the Communications and Information Technology Commission (CITC) and the National Cybersecurity Authority (NCA). It serves as a supporting agreement to external Service Level Agreements (SLAs) and helps ensure that internal service delivery meets both organizational requirements and regulatory standards under Saudi law.
Suggested Sections

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

2. Background: Context of the agreement and its relationship to any parent SLA

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

4. Scope of Services: Detailed description of services to be provided between the parties

5. Service Hours and Availability: Operating hours, service windows, and availability commitments

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

7. Roles and Responsibilities: Clear delineation of each party's duties and accountabilities

8. Communication and Reporting: Protocols for routine communication, escalation procedures, and reporting requirements

9. Problem Management: Procedures for identifying, logging, and resolving service issues

10. Change Management: Process for requesting, approving, and implementing service changes

11. Security Requirements: Security protocols and compliance requirements aligned with Saudi regulations

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

13. Term and Termination: Duration of the agreement and conditions for termination

Optional Sections

1. Disaster Recovery: Include when services require specific business continuity arrangements

2. Training Requirements: Include when specific training or certification is needed for service delivery

3. Resource Management: Include when shared resources need specific allocation rules

4. Compliance with Shariah Principles: Include when services must explicitly align with Islamic law requirements

5. Data Management: Include when significant data handling is involved in service delivery

6. Cost Allocation: Include when internal cost charging or resource accounting is required

7. Quality Assurance: Include when specific quality control measures are necessary

Suggested Schedules

1. Service Level Targets: Detailed breakdown of all service level metrics and targets

2. Technical Specifications: Detailed technical requirements and specifications for service delivery

3. Operating Procedures: Step-by-step procedures for routine operations and maintenance

4. Escalation Matrix: Contact details and procedures for different levels of escalation

5. Reporting Templates: Standard formats for regular service reporting

6. Performance Calculation Methods: Detailed explanation of how performance metrics are calculated

7. Service Dependency Map: Visual representation of service dependencies and relationships

8. RACI Matrix: Detailed responsibility assignment matrix for all service components

Authors

Alex Denne

Head of Growth (Open Source Law) @ tiktok成人版 | 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























































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Relevant Industries

Information Technology

Telecommunications

Banking and Financial Services

Healthcare

Government Services

Education

Manufacturing

Retail

Energy and Utilities

Professional Services

Relevant Teams

IT Services

Operations

Service Delivery

Infrastructure

Quality Assurance

Technical Support

Network Operations

Security Operations

Application Support

Service Desk

Data Center Operations

Process Management

Performance Management

Compliance

Business Relations

Relevant Roles

IT Service Manager

Operations Director

Service Delivery Manager

Infrastructure Manager

Quality Assurance Manager

Department Head

Chief Technology Officer

Service Level Manager

Operations Manager

Process Owner

Compliance Officer

Technical Support Manager

Business Relationship Manager

Performance Manager

Department Director

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, 聽Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination, 聽Severance Pay, Governing Law, Entire Agreemen

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