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Operational Level Agreements (OLAs for short) are a special kind of agreements in addition to the formal contracts. OLAs are to be made between all parties involved in the service delivery. In the OLAs all information is stored to make sure that all resources know who to contact, how, with what information, in what case. The OLAs are very pragmatic documents, showing the relationship between parties. OLAs should not only be made between the parties involved in the contract between Capgemini and the Client. OLAs are often also needed between parties that do not have a direct contractual relationship but do need to work together.
The OLAs should not be contract type of documents, they should be very pragmatic. They can be one-page documents just stating all the contact and contract information needed, links to websites or portals t use etcetera. |
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