Operational Level Agreement

Operational Level Agreement Template for Singapore

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Key Requirements PROMPT example:

"Need an Operational Level Agreement to establish service standards between our IT department and finance division in Singapore, with specific focus on critical system availability during trading hours and incident response times for our new trading platform launching in March 2025."

What is a Operational Level Agreement?

The Operational Level Agreement (OLA) serves as a critical internal document for organizations operating in Singapore, establishing clear service expectations between different departments or business units. It is particularly important when internal IT services need to be measured, monitored, and managed effectively. The document supports broader Service Level Agreements (SLAs) by detailing how different internal groups will work together to deliver services, including specific performance metrics, roles, and responsibilities. Under Singapore's legal framework, this agreement helps ensure compliance with relevant regulations while promoting efficient internal operations.

What sections should be included in a Operational Level Agreement?

1. Parties: Identification of service provider and internal customer/department

2. Background: Context of the agreement and relationship between parties

3. Definitions: Key terms used throughout the agreement

4. Service Description: Detailed description of services to be provided

5. Service Level Targets: Specific, measurable performance metrics

6. Monitoring and Reporting: How service levels will be measured and reported

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

What sections are optional to include in a Operational Level Agreement?

1. Change Management: Procedures for implementing changes to services and associated processes

2. Disaster Recovery: Procedures and protocols for ensuring service continuity in emergency situations

3. Security Requirements: Specific security protocols, standards and compliance requirements for service delivery

What schedules should be included in a Operational Level Agreement?

1. Schedule 1 - Service Level Metrics: Detailed breakdown of performance indicators and measurement targets

2. Schedule 2 - Technical Specifications: Detailed technical requirements, configurations and service parameters

3. Schedule 3 - Escalation Matrix: Contact details and procedures for issue escalation and resolution

4. Schedule 4 - Price Schedule: Cost allocation or chargeback mechanisms if applicable

Authors

Alex Denne

Head of Growth (Open Source Law) @ ��Ƶ | 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

Clauses

Relevant Industries

Financial Services
Healthcare
Technology
Government
Telecommunications

Relevant Teams

Information Technology
Operations
Infrastructure
Service Desk
Business Operations

Relevant Roles

IT Service Manager
Operations Manager
Service Delivery Manager
CIO
CTO
Department Head

Industries

Electronic Transactions Act: Primary legislation governing electronic transactions and digital signatures in Singapore, essential for validating electronic agreements and communications

Personal Data Protection Act: Comprehensive data protection law governing the collection, use, disclosure and care of personal data in Singapore

Computer Misuse Act: Legislation addressing cybersecurity concerns and computer crimes, relevant for security requirements in OLAs

Evidence Act: Governs the admissibility of electronic records and digital evidence in legal proceedings

Common Law Contract Principles: Fundamental contract law principles under Singapore's common law system that govern contract formation and enforcement

Unfair Contract Terms Act: Regulates unfair terms in contracts and limits the extent to which civil liability can be excluded or restricted

IMDA Regulations: Regulatory framework by Info-communications Media Development Authority governing telecommunications and digital services

Cybersecurity Act 2018: Framework for the protection of critical information infrastructure and cybersecurity requirements

Technology Risk Management Guidelines: Guidelines for managing technology risks and maintaining cyber resilience, particularly relevant for financial institutions

Banking Act and MAS Guidelines: Specific requirements for financial services sector, including operational and technology risk management

Healthcare Services Act: Regulatory framework for healthcare services including requirements for handling medical data and operations

Telecommunications Act: Legislation governing telecommunications services and infrastructure in Singapore

Cloud Security Singapore Standards: SS 584 standards providing guidelines for cloud security and service level requirements

Cross Border Privacy Rules: Framework governing international data transfers and cross-border data protection requirements

Employment Act: Primary legislation governing employment relationships and workplace requirements

Workplace Safety and Health Act: Legislation ensuring workplace safety and health standards in operational activities

Find the exact document you need

Third Party SLA

A Singapore-law governed agreement defining service levels, metrics, and obligations between a service provider and customer.

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Let's create your Operational Level Agreement

What is a Operational Level Agreement?

What sections should be included in a Operational Level Agreement?

What sections are optional to include in a Operational Level Agreement?

What schedules should be included in a Operational Level Agreement?

Authors

Alex Denne

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