Maintenance SLA (Service Level Agreement)
1. General Overview
The purpose of this document is to establish a two-way understanding between Our Client (Client) and SE Technology (SE) regarding the web support services available through SE. The document lays out the practices regarding web support which SE will follow. These practices are intended to yield a high quality, reliable web experience for the Client. This SLA is subject to the terms and conditions outlined in the Maintenance Contract.
2. Service Description
This Service Level Agreement specifically describes the web support services provided by SE. The full range of services provided by SE to Client is listed in Appendix A.
3. Roles and Responsibilities
- 2.1 Scope
This Service Level Agreement applies to the Client’s web site as referred to in the maintenance contract as listed and limited to the scope of the website. The maintenance scope is limited to the Retainer agreement
Support is provided by the most efficient method available. Currently, email is the recommended approach, but assistance may also be obtained via the our support Help desk http://myaccount.sioure.com
- 2.2 Services
Web support services include: Application server errors, website connection issues, Security updates, application compatibility updates, email issues, Website update to content and design.
4. Requesting Service
- 3.1 SE Responsibilities
SE will provide the infrastructure, technology, personnel, processes, and monitoring tools necessary to deliver web support as described in this document, and commits to:
- Meeting response times associated with the priority assigned to individual service requests.
- In the case of SE services and supporting documentation, develop content following the appropriate Client template and upload to the appropriate area of the Client site using information provided by the content Client.
- 3.2 User Responsibilities
User responsibilities in support of this Agreement include:
- Using the standard contact methods (see Section 4 below) to request web support services
- Reviewing draft web pages in a timely fashion.
- Reviewing page content for which they are responsible at least once each calendar year and communicating any required updates or new content to SE in a timely fashion.
- 3.3 Support Limitations
The SE Technical Communications Team provides support for the placement of text and graphic content on official Clients websites, while User Support Services provides support for Client-owned hardware and for web-enabled software applications including but not limited to 3rd party software used by the client. Assistance from User Support Services may be obtained by initiating a Technology Help Desk support ticket.
5. Hours of Coverage, Response Times and Complaint Resolution
- 4.1 Web Support Requests
SE provides two primary ways to submit web support requests.
- 4.1.1 Email
Sending email to email@example.com is the recommended method for requesting web support assistance. The request will be delivered to all members of the Technical Communications team, ensuring that it is reviewed promptly. Unless designated urgent, requests made via email will be processed in the order in which they are received during normal hours of operation.
- 4.1.2 Technology Help Desk
Users may also submit requests for assistance with web issues via the https://myaccount.sioure.com Requests submitted via this channel will be automatically associated with your company contact information, and you can keep track of your ticket's progress directly on the helpdesk website. Requests made via the web are processed during normal hours of operation.
Messages left during off hours will be processed the next business day.
The SE Project Office emphasizes the importance of meeting with web content sponsors face-to-face, both before and after sites have been deployed. SE Technical Communication team members are located in the Project Office and in the NSR building; please call or email for an appointment.
- 5.1 Hours of Coverage
Web content support is provided by the SE Technical Communications Team Monday through Friday, 8am to 5pm, on regular business days.
- 5.2 Response Times
SE will use the following guidelines to prioritize web support requests, with the goal of beginning to work on the problem within the target timeframe. Actual response times may be shorter or longer, depending on the volume of requests being handled at any one time.
||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
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
6. Maintenance and Service Changes
- 5.3 Escalation
Any user not satisfied with the level of service related to a web support request should contact the Chief Technical Officer at firstname.lastname@example.org, who will review your input and respond to you with the action taken.
- .4 Other Requests
Requests not covered in the scope of this service can be submitted through email@example.com and will be referred on to the appropriate individual(s).
7. Reviewing and Reporting
- 6.1 Web Content Maintenance
The Technical Communications Team accepts requests for web content updates and revisions through the channels listed above under Section 4: Requesting Service.
- 6.2 Web Service Changes
From time to time, the platform or other software used in the construction and maintenance of websites for which the SE Technical Communications Team has responsibility may change. The team's skills will be kept up-to-date to encompass these changes.
- 7.1 Performance Reporting
The following annual performance and availability reports will be published for review:
Response metrics between request and completion
- 7.2 SLA Reviews
The Designated Review Owner (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties.
Designated Review Owner: SE Technology Inc Services Previous Review Date: 01/01/2018 Next Review Date: 01/01/2019
This Agreement is posted to the following location and made accessible to all stakeholders:
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.
Appendix A - Support Services
|IT Support Service
||SUPPORT FOR MICROSOFT SOLUTIONS
|Server Updates & Support
||Office 365 Support
|Web Application Warranty Support
|Website Content update
|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