A Service Level Agreement (SLA) is an agreement between a customer and a provider of services. In this case, IT services provided by CIO/OFT as an IT Shared Services provider to state agencies and other GOVERNMENTAL entities who are the customers. It provides an OPPORTUNITY to FOSTER a closer working RELATIONSHIP between the customer and the provider. Expectations for services rendered, how they will be delivered and at what costs provide an open and transparent environment. It fosters smarter consumers and holds the provider accountability for delivering services as prescribed.

A Service Level Agreement (SLA) is an agreement between a customer and a provider of services. In this case, IT services provided by CIO/OFT as an IT Shared Services provider to state agencies and other governmental entities who are the customers. It provides an opportunity to foster a closer working relationship between the customer and the provider. Expectations for services rendered, how they will be delivered and at what costs provide an open and transparent environment. It fosters smarter consumers and holds the provider accountability for delivering services as prescribed.