[OAC 5101:9-9-15]

SLAs are documents of understanding provided by ODJFS Management Information Services (MIS)ODJFS' MIS requires county agencies to enter into an SLA to determine the level of service necessary for the county agency to delineate responsibilities for day-to-day information technology (IT) operations for both entities.

The SLA specifies what users can expect from MIS and the county agency concerning equipment supply, equipment standards, equipment servicing, application availability, system response, information technology security, problem handling, and network management. As a condition of providing these items, MIS requires county agencies elect a service level and enter into an SLA.

In addition, to the delineation of responsibilities between the county agency and MIS, the SLAs include the delineation of financial responsibility.

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

The signatories to the SLA are the county agency director and the deputy director of Management Information Services. The SLA signature document (SLA.03) is located in the APM Appendix C. SLA .03, incorporates, by reference, a number of additional supporting documents. Due to the nature of the information technology environment, the supporting documents may be updated on an ongoing basis by MIS.

NOTE: The ODJFS Inner Website https://innerweb.odjfs.state.oh.us/omis/sla provides links to the SLA and SLA supporting documentation.

In the event of a disagreement regarding provisions of the executed SLA between MIS and the county agency, the initial attempt at resolution will commence at the county agency TPOC and MIS liaison level. If resolution is not possible at this level, the deputy director of MIS 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.