This document aims to provide a roadmap to an understanding of what should be considered for inclusion in each section of the Service-Level Agreement, including an example of expectations and obligations for those offering or using a fingerprint service within the Global Justice Information Sharing Enterprise.
This document aims to provide a sample Service-Level Agreement (SLA) for a fingerprint service to local, state, tribal, or federal justice and public safety agencies organized under a Statement of Participation, or a similar umbrella agreement; it may be used as an example to facilitate the understanding of what is intended to be included in each SLA section. This SLA is an extension of the governing Global Justice Information Sharing Enterprise (GJISE) Statement of Participation. The SLA’s target audience is people who are responsible for drafting a new SLA and/or those who are reviewing and refining an existing agreement in an agency, department, company, or organization that offers or uses an information sharing service, particularly those within the GJISE. Managers and/or legal counsels may especially benefit from this document, as well as executive managers and those who sign agreements or play a role in the development or refinement of the SLA. The SLA is divided into several sections, with information on the fingerprint service version and documentation; service availability, response time, and throughput; problem reporting and resolution, and escalation procedure; change control, including provider and consumer obligations; eligibility, access, acceptable use, and security; governance and authority; system of record, confidentiality, audit, and expungement; data quality; nonconformance and rights upon assertion or determination of nonconformance; durability of service; fees and costs; liability; governing law, jurisdictions, and disputes; order of precedence; notices; signature section/contract authority; and additional resources and definitions.