Experience Design Service Level Agreements
Service level agreements (SLA) have been created to set expectations among business partners as to the response time that can be expected from the Experience Design Team for various kinds of requests. The SLAs here do not represent any SLA that IT supports, such as CMS downtime, glitches, or enhancements, website downtime, and custom Google Analytics reporting or configuration.
SLA metrics are based on IEEE business hours unless otherwise noted. If a business case can be made to support the need for a faster turnaround time, email the Experience Design Team at exd-team@ieee.org with URGENT in the subject line.
| Communication with ExD | Who receives/coordinates this request | Service level agreement for responses |
|---|---|---|
| Emails sent to ExD team aliases (digital-innovations@ieee.org or exd-team@ieee.org) | All members of the ExD team are alerted; based on the topic, relevant team member will respond to the request. | Within 2 business days acknowledging the request at minimum |
| Project requests submitted via the IEEE Experience Design Contact Form | All members of the ExD team are alerted; based on the topic, relevant team member will respond to the request. | 2 business days acknowledging the request |
| Emails sent to the branding@ieee.org alias | Ann Townley, Monika Stickel, Len Coulson, Laurie Davis | 3-5 business days acknowledging the request |
| Project requests submitted via the IEEE Brand Inquiries Form | Ann Townley, Monika Stickel, Len Coulson, Laurie Davis | 3-5 business days acknowledging the request |
| IEEE Main Site (www.ieee.org) content submitted for QA (feedback or release) | Robyn Gerbush, Daivee Patel | 1 business day |
| Promotion requests submitted via the IEEE.org Promotions request form | Robyn Gerbush | Within 3 business days acknowledging the request. Please complete form at least 14 days before intended launch of promotion. |
| Requests for copy, wireframes, web section, or website reviews for IEEE Digital Style Guide compliance and user experience best practices. Please submit your request via the IEEE Experience Design Contact Form | All members of the ExD team are alerted; based on the topic, relevant team member will respond to the request. | 5-10 business days unless otherwise agreed upon |
| Requests for iStock/imagery purchases and downloads | Ken Jankoski | 2 business days |
| PO and billing inquiries for creative projects | Ken Jankoski | 2 business days |
| Front-end web production help desk tickets | Robyn Gerbush, Daivee Patel, Khanh Luu, Mickey Young | Depends on the nature of the request and agreed upon timeline between ExD team member and requestor. |
| Avatier permissioning for Adobe Experience Manager (AEM) | Daivee Patel, Robyn Gerbush | 2 business days approving/rejecting the request |
| Google Analytics requests sent to ga4migration@ieee.org, email, or via HD ticket | Mickey Young | Depends on the nature of the request and agreed upon timeline between ExD team member and requestor |
| Brand Experience website updates. Please submit your request via the IEEE Experience Design Contact Form | All members of the EXD team are alerted; based on the topic, relevant team members will respond to the request. | 2-3 business days |