Operational Level Agreement Template for Pakistan

1. Security Requirements: Specific security protocols and requirements, necessary when dealing with sensitive data or systems

2. Disaster Recovery: Procedures for service continuity in emergency situations, important for critical services

3. Training and Support: Details of training and support services, needed when service requires specific user training

4. Resource Management: Allocation and management of resources, relevant for resource-intensive services

5. Compliance Requirements: Specific regulatory compliance obligations, necessary for regulated services

6. Cost Allocation: Internal cost distribution details, needed when service costs are shared or charged back

7. Quality Assurance: Specific quality control measures, important for complex technical services

1. Schedule A - Service Level Specifications: Detailed technical specifications of service levels and performance metrics

2. Schedule B - Operating Procedures: Detailed step-by-step procedures for routine operations

3. Schedule C - Contact Matrix: List of key contacts, roles, and escalation hierarchy

4. Schedule D - Report Templates: Standard templates for performance reporting and monitoring

5. Schedule E - Technical Requirements: Detailed technical specifications and requirements

6. Appendix 1 - Incident Categories: Classification and definitions of different types of incidents

7. Appendix 2 - Performance Calculation Methods: Detailed explanation of how performance metrics are calculated