Template for an Operational Level Agreement (OLA #backup, #recovery, #restore, #ola, #sla, #operational #level #agreement,

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Operations Level Agreement (OLA) for Backup and Recovery / Backup SLA

This Operating Level Agreement (OLA) specific for Backup and Recovery is not just a template containing a generic OLA-structure, it does contain backup and recovery specific content!

This template supports the creation of an OLA with the Backup Team about

  • Backup
  • Retention and
  • Recovery

Filesystem Backup and Restore and Database Backup and Restore are covered in separate chapters.

In addition to basic backup and restore service this template addresses advanced backup and recovery methods and tape cloning and offsite storage.

In case of outsourced Backup and Recovery Services or partially outsourced. e.g. the related Sub-Service of tape storage at offsite location – the section about “Right to Audit” is of high importance.

This Mercury template contains a comprehensive list of services provided / tasks done by the Backup Team.

Usage Tip: In case that the project team does not request (and pay for) certain (extended) services, the author suggests to rather check the checkbox “NO” (best with an explanation) than to delete those from the agreement. This avoids discussions about “we were not aware that this is not included” which usually start after some unpleasant things happened.

For more details about the content of this template please check the Table of Contents

OLA’s are agreements between different IS/IT-departments,
the SLA is the overall agreement between IS/IT and the business department.

Background Information: An introduction into Operations Level Agreements (OLA) and the difference to Service Level Agreements (SLA)

The four terms “Operations Level Agreement”, “Operational Level Agreements”, “Operating Level Agreements” and “Organizational Level Agreement” are used equal in relevant published literature.


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