|Urgent Issues||New urgent issue arises where the nature of the issue is
preventing the client from doing business as usual
Example: Our website is down and users cannot access the site to make bookings
|20 Seconds – 20 Minutes|
|Time sensitive content||New content or revisions to existing content of a timesensitive nature.
Example: A document needs to be posted so that its URL can be included in a President's
Office mass mailing later the same day.
|4 Business hours|
|General content changes||General content changes.
Example: An updated PDF form needs to be posted.
|Within 1 business day|
|Added functionality requests||Adding site functionality.
Example: A contact form needs to be created and posted on an existing site.
|Within 3 business days
Depending on the complexity of
the requested added functionality,
a meeting to discuss project
timeline may be necessary.
This will be scheduled within 3 business days.
|Web project consultancy||Project-related discussions
Example: The user knows what they want to achieve on their web page/site
but is unsure of the tools and expertise required to meet that goal.
|Meeting will be scheduled
to determine project process
and timeline within
3 business days
The Divisional Liaisons, SE Senior Managers and Vice Presidents approve this document. This document is then published on the SE website, along with other service level agreements. Service level information is integrated into the relevant service page(s) in the SE Service Catalog.
|IT Support Service||SUPPORT FOR MICROSOFT SOLUTIONS|
|Server Updates & Support||Office 365 Support|
|Backup Maintenance||SharePoint Development|
|Web Application Warranty Support||AWESOME EXTRAS|
|Website Content update||Hardware/Software Procurement|
|Application Bug Fixes||Microsoft Product Licensing|
|Website Security support|
|Web Server Software Installation/Configuration,|
|Upgrades/Patches, Data Transfer/Conversion|
|Remote Network Management|
|Email & Website Hosting Support|
|Emergency IT Support|