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 email@example.com 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 (firstname.lastname@example.org or email@example.com)||All 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 firstname.lastname@example.org alias||Jackie Ward, Ann Townley, Monika Stickel, Monica Naureckas||3-5 business days acknowledging the request|
|Emails sent to the email@example.com alias||Jackie Ward, Ken Jankoski, Monica Naureckas, Daivee Patel||8-16 business hours acknowledging the request|
|Project requests submitted via the IEEE Brand Inquiries Form||Jackie Ward, Ann Townley, Monika Stickel, Monica Naureckas||3-5 business days acknowledging the request|
|IEEE Main Site (www.ieee.org) content submitted for QA (feedback or release)||Robyn Gerbush, David Goessling, Monica Naureckas||8 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 Naureckas||5-10 business days unless otherwise agreed upon|
|Requests for iStock/imagery purchases and downloads (via firstname.lastname@example.org)||Ken Jankoski, Jackie Ward, Monica Naureckas||8-16 business hours|
|PO and billing inquries for creative projects||Ken Jankoski||8-16 business hours|
|Front-end web production help desk tickets.||Daivee Patel, David Goessling, Robyn Gerbush, Monica Naureckas, Alin Iancau||Depends on the nature of the request and agreed upon timeline between ExD team member and requestor.|
|Avatier permissioning||David Goessling, Daivee Patel, Monica Naureckas||8-16 business hours approving/rejecting the request|