Service Level Agreements - IEEE Brand Experience

Service Level Agreements

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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 with URGENT in the subject line.

Communication with ExDWho receives/coordinates this requestService level agreement for responses
Emails sent to ExD team aliases ( or members of the ExD team are alerted; based on the topic, relevant team member will respond to the request.Within 8 business hours acknowledging the request at minimum
Emails sent to the aliasJackie Ward, Ann Townley, Monika Stickel, Monica Naureckas3-5 business days acknowledging the request
Emails sent to the aliasJackie Ward, Ken Jankoski, Monica Naureckas, Daivee Patel8-16 business hours acknowledging the request
Project requests submitted via the IEEE Brand Inquiries FormJackie Ward, Ann Townley, Monika Stickel, Monica Naureckas3-5 business days acknowledging the request
IEEE Main Site ( content submitted for QA (feedback or release)Robyn Gerbush, David Goessling, Monica Naureckas8 business hours
Requests for copy, wireframes, web section, or website reviews for IEEE Digital Style Guide compliance and user experience best practices.Daivee Patel or Monica Naureckas5-10 business days unless otherwise agreed upon
Requests for iStock/imagery purchases and downloads (via Jankoski, Jackie Ward, Monica Naureckas8-16 business hours
PO and billing inquries for creative projectsKen Jankoski8-16 business hours
Front-end web production help desk tickets.Daivee Patel, David Goessling, Robyn Gerbush, Monica Naureckas, Alin IancauDepends on the nature of the request and agreed upon timeline between ExD team member and requestor.
Avatier permissioningDavid Goessling, Daivee Patel, Monica Naureckas8-16 business hours approving/rejecting the request