Office of Information Services (OIS)
ODJFS Service Level Agreement Program FY 2012-2013 - Documentation
Please review the documentation and select the appropriate SLA level for your county agency. SLA.01 is a good place to start. This chapter is an introduction to the SLA processes and contains definitions of all 4 levels of the SLA as well as a reference table. Once you have reviewed the entire SLA and selected an appropriate SLA level for your county agency, you are ready to sign & complete SLA.13- Signature Document and County Agency Specific Information.
For specific questions about SLAs, contact the SLA_Program (via GroupWise).
- SLA.00 Executive Summary
- SLA.01 SLA Program: Introduction, Processes, and General Conditions
- SLA.02 User Rights and Responsibilities
- SLA.03 Information Security
- SLA.04 Technology and Service Support
- SLA.05 Data and Systems Backup and Restore
- SLA.06 IT Data and Systems Recovery Plans
- SLA.07 Operations and Management
- SLA.08 Performance Measurements
- SLA.09 Training: Functional and Office Automation
- SLA.10 Capacity Planning
- SLA.11 Incident Reporting & Resolution
- SLA.12 ODJFS Specific Applications
- SLA.13 Signature Document and County Agency Specific Information
- SLA.14 Glossary, Technical Documentation and OIS Contacts
- TSSP v4.0 -Technology and Service Support Policy
- SLA-N Negotiated Service Level Agreement
- SLA FY12-13 v6.0 (Full PDF Document)