---
schema_version: "1"
id: e1f8a9cf3ee01c2d2d2c6aeb542c0ef299b3469cd81240208bef1a8d584ae83d
title: How Operational Level Agreements and Service Level Agreements Are Used in IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_sla_ola_agreements.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_sla_ola_agreements.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ee87a8b9f6e37fe1bffb9b936768b6846bc83eee306603a9c061641639f0791a
description: Review how service-level agreements (SLAs) and operational level agreements (OLAs) work together in IT Services.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# How Operational Level Agreements and Service Level Agreements Are Used in IT Services

Review how service-level agreements (SLAs) and operational level agreements (OLAs) work together in IT Services.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

SLAs are agreements between an IT service provider and the employees who request and use IT services. They explicitly define the type, quality, and timeframe of services to be delivered. SLAs focus on the external commitment to the employee.

OLAs are agreements between different IT teams or departments within the service provider company. They outline the responsibilities and performance targets each internal team must meet to collectively uphold the external SLAs. OLAs address the internal commitments required to deliver the external-facing service.

Here are two examples where SLAs and OLAs can differ:

![Scenario 1: Audio-Video System Request](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png)

Scenario 1: Audio-Video System Request

- Goal: Fulfill an employee's request for an Audio-Video (A-V) system.
- SLA: Service Request completion within 2 business days.
- OLA:
    
     
    | Task | Target |
    | --- | --- |
    | Task 1: Approval | OLA target of 8 hours. |
    | Task 2: Verification | OLA target of 4 hours. |
    | Task 3: Installation | OLA target of 8 hours. |

![Scenario 2: Critical Incident Resolution](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png)

Scenario 2: Critical Incident Resolution

- Goal: Resolve a Critical priority Incident for an application issue.
- SLA: Incident resolution within 2 hours.
- OLA:
    
     
    | Team | Target |
    | --- | --- |
    | L1 Support | Target of 15 minutes. |
    | L2 Support | Target of 30 minutes. |
    | L3 Support | Target of 60 minutes. |