Service Level Agreements - IEEE Brand Experience

Service Level Agreements

  1. Home
  2. /
  3. Contact
  4. /
  5. IEEE Experience Design Team
  6. /
  7. Service Level Agreements

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 Web Trends 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 ExDWho receives/coordinates this requestService 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 FormAll 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, Daivee Patel3-5 business days acknowledging the request
Project requests submitted via the IEEE Brand Inquiries FormAnn Townley, Monika Stickel, Len Coulson, Daivee Patel3-5 business days acknowledging the request
IEEE Main Site (www.ieee.org) content submitted for QA (feedback or release)Robyn Gerbush, Alin Iancau1 business day
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 FormAll 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 downloadsKen Jankoski2 business days
PO and billing inquiries for creative projectsKen Jankoski2 business days
Front-end web production help desk ticketsRobyn Gerbush, Alin Iancau, Daivee PatelDepends 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 Gerbush2 business days approving/rejecting the request