The Organizational Level Agreement (OLA) serves as a critical internal governance document for Indonesian organizations, establishing clear service expectations and performance standards between different departments or business units within the same entity. This document type is particularly valuable when organizations need to formalize internal service delivery arrangements, ensure consistent service quality, and maintain clear accountability structures. The OLA template is designed to comply with Indonesian legal requirements, including the Indonesian Civil Code and corporate governance regulations, while incorporating best practices in internal service management. It is commonly used in situations requiring structured internal service delivery, performance monitoring, and clear delineation of responsibilities between organizational units.
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1. Parties: Identification of the internal departments/units entering into the agreement
2. Background: Context of the agreement, organizational structure, and relationship between the parties
3. Definitions: Detailed 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 departments
5. Service Level Requirements: Specific performance metrics, quality standards, and delivery timeframes
6. Roles and Responsibilities: Clear delineation of each department's duties and accountability
7. Operating Hours and Service Availability: Agreed service hours and availability commitments
8. Performance Monitoring: Methods and frequency of performance measurement and reporting
9. Communication Protocols: Standard procedures for routine communication and reporting
10. Escalation Procedures: Process for handling service disruptions and dispute resolution
11. Review and Amendment Process: Procedures for periodic review and modification of the agreement
12. Term and Termination: Duration of the agreement and conditions for termination
1. Business Continuity: Procedures for maintaining service during disruptions - include when critical services are involved
2. Data Management: Protocols for data handling and protection - include when sensitive data is processed
3. Cost Allocation: Internal charging or resource allocation mechanisms - include when cross-charging applies
4. Training Requirements: Staff training and certification needs - include when specialized skills are required
5. Compliance Requirements: Specific regulatory obligations - include when dealing with regulated functions
6. Technology Requirements: Technical specifications and systems requirements - include when service depends on specific technology
7. Security Protocols: Special security measures and access controls - include when handling sensitive operations
1. Service Level Targets: Detailed metrics and KPIs for service performance measurement
2. Operating Procedures: Step-by-step procedures for service delivery and handling
3. Contact Matrix: List of key personnel and their roles in service delivery
4. Reporting Ƶ: Standard formats for performance reporting and communication
5. Escalation Matrix: Detailed escalation levels and contact information
6. Service Calendar: Calendar of service hours, maintenance windows, and key dates
7. Technical Specifications: Detailed technical requirements and system specifications
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