Development Service Level Agreement

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.
  1. 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
  2. 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.
3. Roles and Responsibilities
  1. 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.
  2. 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. 3.3 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.
4. Requesting Service
  1. 4.1 Web Support Requests SE provides two primary ways to submit web support requests.
  2. 4.1.1 Email
    Sending email to 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.
  3. 4.1.2 Technology Help Desk
    Users may also submit requests for assistance with web issues via the 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. Hours of Coverage, Response Times and Complaint Resolution
  1. 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.
  2. 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.
Category Description Response Time
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
  1. 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, who will review your input and respond to you with the action taken.
  2. .4 Other Requests
    Requests not covered in the scope of this service can be submitted through and will be referred on to the appropriate individual(s).
6. Maintenance and Service Changes
  1. 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.
  2. 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. Reviewing and Reporting
  1. 7.1 Performance Reporting
    The following annual performance and availability reports will be published for review: Response metrics between request and completion
  2. 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:
8. Approvals

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
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