ACSM Certified Personal Trainer (#126)

The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

An SLA is legally binding, an OLA is a best efforts agreement
An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service
An SLA defines Service Level Requirements, an OLA defines Service Level Targets
An SLA is with an external customer, an OLA is with an internal customer