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Operational Level Agreement

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Hi All

My Network and Cyber team are investigating ways to improve our response times, and as part of this there has been talk of using an Operational Level Agreement in conjunction with the existing Service Level Agreement in place. However from a quick search I could see nothing specific around OLA other than a small reference to OLA usage under the Supplier management module.

So I wanted to check is this something that has been considered for implementation into Hornbill please? Does anyone else use OLA / SLA setup in their support teams?

Many thanks as always

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