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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
  1. SLA FY12-13 v6.0 (Full PDF Document)