Digital and Creative Innovations 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 Digital & Creative Innovations 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 Digital & Creative Innovations Team at dci-team@ieee.org with URGENT in the subject line.

Communication with DCIWho receives/coordinates this requestService level agreement for responses
Emails sent to DCI team aliases (digital-innovations@ieee.org or dci-team@ieee.org)All members of the DCI 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 branding@ieee.org aliasJackie Ward, Ann Townley, Monika Stickel, Monica Naureckas3-5 business days acknowledging the request
Emails sent to the creative@ieee.org aliasJackie Ward, Adrienne Ciambrone, Ken Jankoski, Monica Naureckas8-16 business hours acknowledging the request
Emails sent to webmaster@ieee.org aliasJoe Casia8-16 business hours
Project requests submitted via the IEEE Creative Contact FormJackie Ward, Ann Townley, Monika Stickel, Monica Naureckas8-16 business hours acknowledging the request
Project requests submitted via the IEEE Digital Contact FormAll members ot the DCI team are alerted; based on the topic, relevant team member will respond to the request.8-16 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 (www.ieee.org) 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 creative@ieee.org)Adrienne Ciambrone, Ken Jankoski, Jackie Ward, Monica Naureckas8-16 business hours
PO and billing inquries for creative projectsAdrienne Ciambrone, Ken Jankoski8-16 business hours
Front-end web production help desk tickets for content and metadata questions or advice, basic forms assistance, CMS permissions, redirects, domain or hosting, , basic Web Trends usage, usability questions, web page layout or IA assistance. (This does not include large projects such as complex forms or projects which require IT involvement.)Joe Casia is alerted; he works with relevant DCI team member based on the issue to loop them in where relevant.Priority 1 Response – within 2 business hours, Resolution – ongoing until resolved

Priority 2 Response – 2 business hours, Resolution – 5 business days

Priority 3 Response – 8 business hours, Resolution – 10 business days
Avatier permissioningJoe Casia, David Goessling, Daivee Patel, Monica Naureckas8-16 business hours approving/rejecting the request