APMTL 343 (Service Level Agreement (SLA), Negotiated Service Level Agreement (SLA N), and Technology and Service Support Policy (TSSP) for the 2010/2011 Biennium, and Rules 5101:9-9-15, 5101:9-9-16, and 5101:9-9-17 Effective July 1, 2009)
Administrative Procedure Manual Transmittal Letter No. 343
June 4, 2009
TO: Administrative Procedure Manual (APM) Holders
FROM: Douglas E. Lumpkin, Director
SUBJECT: Service Level Agreement (SLA), Negotiated Service Level Agreement (SLA N), and Technology and Service Support Policy (TSSP) for the 2010/2011 Biennium, and Rules 5101:9-9-15, 5101:9-9-16, and 5101:9-9-17 Effective July 1, 2009

This APMTL announces that the Service Level Agreement (SLA), Negotiated Service Level Agreement (SLA N), and Technology and Service Support Policy (TSSP) for the 2010/2011 biennium (July 1, 2009 to June 30, 2011) are available on the website for the Office of Information Services (OIS) at https://jfs.ohio.gov/omis/sla.

This APMTL transmits the three rules corresponding to the SLA, SLA N, and TSSP for the 2010/2011 biennium, which are rules 5101:9-9-15, 5101:9-9-16, and 5101:9-9-17 amended effective July 1, 2009. The rules were amended to reflect the following:

1.Reorganization within the Office of Management Information Services has resulted in a new name for the office and of frequently used sections within the office: The Office of Information Services is the office formerly referred to as the Office of Management Information Services; Access Control is the unit formerly referred to as InfoSec or Information Security; the Office of Information Services Service Desk (OIS Service Desk) is the unit formerly referred to as the Customer Service Center or CSC.

2.Section SLA.11 Incident Reporting was formerly SLA.11 Problem Handling.

3.Technical Points Of Contact (TPOCs) whose agency elects an SLA level 2 but who are not current Certified Novell Administrators or equivalent are required to attend the Annual TPOC Information Sessions in order to maintain the agency's level 2 status.

Instructions:

LocationRemove and File as ObsoleteInsert
Chapter 95101:9‑9‑15 effective 7/1/075101:9‑9‑15 effective 7/1/09
Chapter 95101:9‑9‑16 effective 7/1/075101:9‑9‑16 effective 7/1/09
Chapter 95101:9‑9‑17 effective 7/1/075101:9‑9‑17 effective 7/1/09