5101:9-9-15 Service level agreement (SLA).

(A) The SLA is a document of understanding provided by the Ohio department of job and family services (ODJFS) office of information services (OIS). ODJFS requires county agencies to enter into an SLA to delineate responsibilities for day-to-day information technology (IT) operations between the county agency and OIS to provide quality service to end users and to maintain the health and integrity of the ODJFS network.

(B) The SLA specifies what county agencies can expect from OIS concerning equipment supply, equipment standards, equipment servicing, delivery and availability, system response, information security, problem handling, and network management. As a condition of providing services, ODJFS requires county agencies elect a service level and enter into an SLA. All ODJFS commitments are subject to the availability of state and federal funds.

(C) In addition to the delineation of responsibilities between the county agency and OIS, the SLA, through the technology and service support policy (TSSP), as detailed in rule 5101:9-9-17 of the Administrative Code, includes the delineation of financial responsibility.

(D) A county agency wishing to assume more responsibility for the operation of its local network may do so, in accordance with the established SLA levels, provided the county agency can maintain eligibility and continues to fulfill the requirements.

(E) The signatories to the SLA are the county agency director and the deputy director of OIS utilizing the SLA signature document (SLA.13). The SLA incorporates, by reference, a number of additional supporting documents. Due to the ever-changing nature of the IT environment, the supporting documents may be updated on an ongoing basis by OIS.

(F) In the event of a disagreement regarding provisions of the executed SLA between OIS and the county agency, the initial attempt at resolution will commence at the county agency technical point of contact (TPOC) and OIS liaison level. If resolution is not possible at that level, the deputy director of OIS and the director of the county agency, or their designees, will work to resolve such issues and may utilize the methodology contained in the fiscal agreements if necessary.

(G) The most current version of the SLA is available on the OIS website.

Effective: 07/01/2009
Promulgated Under: 111.15
Statutory Authority: 5101.02
Rule Amplifies: 5101.02
Prior Effective Dates: 10/1/03, 2/1/06, 7/1/07