What is OLA

OLA (Operational Level Agreement) is an internal agreement between departments of the same company that defines deadlines, areas of responsibility, and rules for transferring requests for joint work.

Why OLA is needed

• Helps different departments to согласованно perform common tasks.
• Guarantees fulfillment of the external obligation to the client — SLA (Service Level Agreement).
• Removes confusion about responsibilities and reduces the number of disputes between teams.

Main differences between OLA and SLA

• SLA is an external agreement with the client or customer. More about managing SLA policies.
• OLA are internal targets for employees.

OLA metrics

OLA policy предполагает настройку 2х counters of response time and 1 counter of resolution time:

1. First response time - shows how much time passed from the moment the request was created until the first response from the support team.
2. Average response time to client - shows how much time passed from the moment the correspondence was received from the client until the support response, minus the time spent in the status Solution provided.
3. Total resolution time - shows the full calendar time from the moment the request was created until it was resolved.

Setting up OLA policy

In Swarmica, the OLA policy is assigned to a group and thus records the specified OLA metrics for a specific group. For example, if a ticket visited the Triage, 1st line, and 2nd line groups during processing, and if OLA policies are set for each of the groups, then OLA metrics will be calculated separately for each of the groups.

Creating an OLA policy

1. Go to Settings - Manage OLA Policies - Create New.
2. Fill in only those counters you want to keep track of in the format DD HH:MM :SS for the required priorities.

   Unfilled counters will not be displayed in the ticket and taken into account in Analytics.

3. By default, SLA counters are counted 24/7. Check the boxes for those priorities for which you want to count SLA only during business hours.
4. Click Save.

Assigning an OLA policy

To assign a policy to a group, go to Settings - Manage Groups - Select the desired one - OLA Policy - Save:

Counting OLA only during business hours

To have OLA metrics counted not 24/7, but only during the group's business hours, you need to:

1. Create a schedule in Settings - Manage schedules. More details in the article.
2. Assign the schedule to the group in Settings - Manage groups - select the group - Business hours mode - Save:
   

Viewing the OLA policy in the ticket

In the request, you can view the OLA policy values in two ways:

1. Switch the display of counters from SLA to OLA. In this case, the current value of OLA metrics for the current group will be displayed.
2. Go to the OLA tab. There, the OLA will be shown for all groups where the request was located.

   The OLA tab is not displayed until the request is transferred to a group with an assigned OLA policy.