The agreements which represent the interlinked set of commitments for the service utility and warranty that is to be
provided to one or more customers. The agreement between the customer and the organizational unit which directly
provides the service is known as a Service Level Agreement (SLA) and is visible to the customer. The agreements which
represent the commitments of the collective set of internal organizational units and external entities to provide
identified sub-components of the overall service are known as Operational Level Agreements (OLAs). OLAs are not usually visible to the customer.
Contractual statements of the commitments by external entities are known as Underpinning Contracts (UCs).
These agreements can be in draft as well as finalized status.
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