There are significant DIFFERENCES between the two documents. The new SLA Program focuses on customer SERVICE, specific service level performance targets, a clear description of roles and responsibilities for both the Customer AGENCY and CIO/OFT, a well-defined set of performance measurements and a clear understanding of the services and rates for each service.

The FORMER Terms of Service program did not clearly DEFINE roles and responsibilities, service descriptions, service level targets, billing dispute process or a clear explanation of rates for each service. The agencies were confused about services and the rates association with each service.

There are significant differences between the two documents. The new SLA Program focuses on customer service, specific service level performance targets, a clear description of roles and responsibilities for both the Customer Agency and CIO/OFT, a well-defined set of performance measurements and a clear understanding of the services and rates for each service.

The former Terms of Service program did not clearly define roles and responsibilities, service descriptions, service level targets, billing dispute process or a clear explanation of rates for each service. The agencies were confused about services and the rates association with each service.