Introduction
ODJFS Office of Information Services (OIS) has developed a new Service Level Agreement (SLA version 5.2) for Fiscal Year 2010-2011. The SLA Program is a part of OIS' commitment to customer service and represents our continued effort to improve service delivery to our County Agency partners. The Negotiated Service Level Agreement (SLA N) version 1.3 and Technology and Service Support Policy version 3.2 for Fiscal Year 2010-2011 are also available for your review.

Purpose
SLAs are documents of understanding between OIS and the County Agency. The purpose of the SLA Program is to define expectations between OIS and the County Agency to determine the appropriate level of service relating to information technology (IT) system response and availability, quantity of work processed, delineation of duties, and service support.

County Participation
APM ORC 5105.9-9-15 defines the SLA and requires that a County Agency enter into an SLA with ODJFS OIS. All current SLAs expired on June 30, 2009. County Agency Director's elect a service level appropriate to their needs and SLA requirements and mail two (2) signed originals of the SLA.13 Signature Document and County Agency Specific Information to: The SLA Program, ODJFS OIS, 4200 E. Fifth Avenue, Columbus, Ohio 43219. Service Level Agreement (SLA) Version 5.2 for FY 2010-2011 will become effective when the signatures of the county agency director and the ODJFS Chief Information Officer (CIO) of OIS are affixed to the sign-off page.

County Agency Director's who elect and are eligible to enter into the Negotiated Service Level Agreement (SLA N) should contact John Wanchick, CIO, Office of Information Services, at 614/466-2303, to begin the negotiation process. The Negotiated Service Level Agreement (SLA N) Version 1.3 will become effective when the signatures of the county agency director and the ODJFS CIOof OIS are affixed to the signed agreement. SLA N is defined in a separate document entitled SLA "N" FY 2010-2011 version 1.3.

Status
SLA version 5.2, SLA N version 1.3 and TSSP version 3.2 completed the Clearance Process in May 2009. Based on the comments received, OIS made minor revisions to the documentation. The revised, final version of the all SLA, SLA N and TSSP documentation has been posted here on the Internet.

Getting Started
Please review the documentation and select the appropriate level for your County Agency, based on roles, responsibilities, and corresponding qualifications. Generally, the higher SLA level elected (1,2,3 or SLA "N") the more responsibility the County Agency assumes for managing the IT environment.

For SLA, the best place to start is SLA.00 Executive Summary. The Executive Summary provides information regarding the following:

• What is a Service Level Agreement (SLA)?
• Goals of SLA Program
• SLA Levels 1, 2, 3 and SLA "N" Definition
• Why SLAs are Important
• Duration of SLAs

Another good resource in SLA is the Quick Reference Table, available in subsection 1.7 of Section SLA.01 SLA Program: Introduction, SLA Processes, and General Conditions. The Quick Reference Table provides OIS and County Agency responsibilities, at a glance, for the three levels of SLA. The supporting documentation that further describes roles and responsibilities listed in the Quick Reference Table is available in SLA.01 through SLA.14. Please visit the Documentation page.

Next Steps
Please follow these steps. Note: All documents mentioned below are available on this Internet site, under Documentation.

• SLA.13 Signature Document and County Agency Specific Information, signed by County Agency Director
• Copy of Certified Novell Administrator (CNA), A+, N+, Microsoft Certified Professional (MCP), or Cisco Network Administrator (CCNA) certificate(s) if electing a Level 2
• Copy of CNE certificate(s) if electing a Level 3 or SLA "N"
• SLA N eligible County Agencies should contact John Wanchick, CIO, at 614/466- 2303 to begin the negotiation process.

OIS and the County Agency must agree on the appropriate SLA level in order to enter into a signed SLA. OIS representatives will be in contact with County Agencies should discussion regarding the appropriate SLA level for the County Agency need to take place. When both entities agree to the elected SLA level, OIS will return one of the two original documents with both the Agency Director and the OIS CIO's signature to the County Agency for their records.

SLA Contact Information