SLAs make promises to customers - OLAs make sure your internal teams can keep them. With Trupeer, you can save hours on OLA writing by starting with a free operational level agreement template, customizing it with your brand guidelines, and turning the OLA into a video walkthrough that aligns every internal team behind shared service standards.

This operational level agreement template provides a structured framework to capture services covered, internal team responsibilities, response times, escalation procedures, dependencies and review cycles - useful for IT operations, MSPs, shared services and any internal team supporting external SLAs. Pair it with our AI SOP creator for related procedures, generate AI video walkthroughs, and translate into 65+ languages for global teams.

How to customize this template in Trupeer

Step 1: Open the Templates Section

Go to the Templates section from the main navigation.

Step 2: Select and Open a Template

Click on any template you want to work with to open it.

Step 3: Expand the Template View

If needed, expand the template view to see the full layout and details clearly.

Step 4: Edit the Template

Click on Edit to start modifying the selected template.

Within the editor, you can:

• Add new sections

• Define or update formatting rules

• Add a logo and adjust its position and related settings

Step 5: Save Your Customized Template

After making all necessary changes, click Save to store the updated template as your own.

Step 6: Preview and Fine-Tune the Template

When you want to see how your customized template looks, open the Preview.

From the preview screen, you can continue to make adjustments directly if needed, ensuring the template appears exactly as you want.

With an operational level agreement template you can:

• Save hours on writing: Skip the blank page with a structure built for OLAs.

• Align internal teams: Built-in fields ensure every team knows their responsibility.

• Stay on-brand: Apply your logo, fonts and colors using Trupeer's brand kit.

• Protect customer SLAs: Strong OLAs prevent internal handoffs from breaking external promises.

• Standardize across services: Use the same OLA template for every internal agreement.

• Reach global teams: Translate OLAs into 65+ languages with one click.

A great OLA is what turns SLA promises into reliable delivery. Use this template to align internal teams behind shared service standards.

Frequently Asked Questions

What is an operational level agreement (OLA)?

An operational level agreement is an internal agreement between teams within the same organization - typically IT, support and operations teams - that defines how they work together to deliver on external SLAs. OLAs cover responsibilities, response times, dependencies and escalation procedures.

What is the difference between an SLA and an OLA?

An SLA is an external agreement between a service provider and a customer - it defines the service standards customers can expect. An OLA is internal - it defines how teams within the provider work together to meet those SLAs. Customers see SLAs; internal teams operate to OLAs.

What should an OLA include?

A complete OLA includes services covered, internal teams involved and their responsibilities, response and resolution time targets, dependencies and handoffs, escalation procedures, communication channels, performance reporting and review cadence.

How do you write an OLA?

Start by mapping the customer-facing SLA. Identify every internal team involved in delivering it. Define each team's specific responsibilities and time targets - they must add up to less than the SLA total. Document handoffs and escalation paths. Have all involved team leads agree before publishing.

Why are OLAs important?

OLAs prevent the most common cause of SLA breaches: internal teams not knowing their role or timing in delivery. They also reduce finger-pointing, clarify accountability and create a shared baseline for performance reviews. Without OLAs, SLA promises depend on goodwill and hope.