What is Operational Level Agreement Drafting?
An operational level agreement is a contract between teams or business departments that explains how they can work together to achieve their business goals. It ensures that company teams are aligned and customer service level agreements are maintained.
This document needs to specify parties’ obligations and deadlines so that they can coordinate their work to deliver great services.
Read the rest of this article for key terms to include in an operational level agreement, how to draft it, and how a qualified lawyer can help you with the drafting process.
What are Key Terms in an Operational Level Agreement?
An operational level agreement usually contains the following essential components:
- Purpose. Include an overview of the agreement, and its start and end dates.
- Services. Provide descriptions of what tasks will be provided, such as support services.
- Performance metrics. Make sure that goals and response times are included.
- Escalation. If targets aren’t met by teams, you should include escalation procedures.
- Roles. State what departments and teams are included in the agreement and what roles they have.
- Reporting. Clarify how performance and incidents are reported and tracked.
How Do You Draft an Operational Level Agreement?
When drafting an operational level agreement, you should focus on clarity and specifics to guide teams to achieve their goals. Here are some things to bear in mind when writing the terms in the contract.
State Clear Metrics
Make sure teams have measurable, realistic targets to work with to prevent disputes or challenges. Specify how these targets will be measured for accountability.
Provide Escalation Tips
If there’s an issue that needs to be escalated, such as regarding a service incident, the agreement should specify how teams can communicate it and what steps must be followed to deal with it.
Define the Scope
Make sure it’s clear what processes, systems, services, and activities are covered by the agreement. You can also mention what is not included to provide greater clarity.
Verify Roles and Duties
The agreement must assign ownership for various activities so that parties understand their obligations. For example, explain who will handle incidents that arise and report issues.
Include Communication Tips
You should ensure the agreement explains how teams will share status updates and incidents, as well as communicate about any service disruptions. This prevents disputes and will prevent small issues from becoming larger problems.
Clarify Capacity and Resources
Be clear about staffing expectations, what resources are included, and how demand spikes can be navigated, such as with backup staffing and resource sharing guidelines.
Collaborate with the Involved Teams
When drafting an operating level agreement, it’s important to work with the teams that are involved in it. This will clarify tasks and ensure all teams provide consistent services that customers expect. It also prevents disputes because all terms will be agreed-on and balanced.
Should You Hire a Lawyer for Operational Level Agreement Drafting?
You don’t always have to hire a lawyer to draft your operational level agreement. Many organizations will draft these contracts without legal guidance. However, there are good reasons to hire a lawyer for help with the drafting process.
Here’s what a lawyer can do for you:
- They’ll ensure consistency. This involves reviewing all related company documents to prevent ambiguity or contradictory information that can be confusing.
- They’ll identify legal requirements. To maintain compliance, a lawyer will check all relevant laws and regulations.
- They’ll address liability and indemnification. A lawyer can provide provisions for responsibility, such as regarding service failures and security incidents.
- They’ll clearly define responsibilities. They’ll allocate all duties and decision-making authority.
- They’ll reduce legal uncertainty. They’ll prevent any vague or conflicting wording so that the final agreement is clear and detailed.
- They’ll review your operational level agreement. A lawyer can provide an in-depth review of your agreement if you’ve already drafted it, giving you peace of mind that all its terms are clear and legally sound.
Where to Find a Lawyer for Operational Level Agreement Drafting
If you’re in need of a professional lawyer to draft your operational level agreement, you don’t need to struggle to find one in your local networks. By using an online legal platform, such as ContractsCounsel, you can connect with lawyers who are reputable and skilled to help you with your requirements.
ContractsCounsel is one of the largest online legal marketplaces that gives you access to a curated network of lawyers who are vetted and have experience to assist you.
Instead of searching for a lawyer on the platform, all you have to do is post a request for a lawyer to draft your operating level agreement and lawyers will reach out to you.
Here are the steps to follow:
- Go to the ContractsCounsel marketplace.
- Select ‘One-time project’ and ‘Create or update contract.’ Alternatively, you should select ‘Review contract’ if you want a lawyer to review your agreement for you.
- Post your project or request for free. Make sure that you include some details about your project so that you can match with a suitable lawyer.
- Wait for bids. After posting your project, you’ll receive multiple bids from lawyers directly on the platform who are ready to work with you.
- Review the lawyer data. The platform provides extensive information about the lawyers you can hire, such as their location, field of expertise, years of experience, credentials, and client ratings for previously completed projects on the platform.
- Select a lawyer to hire. They’ll draft or review your operational level agreement for a flat fee.
