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Digital Team Service Level Agreements

SLA’s & Delivery Timeframes so you understand the expected turnaround times and can plan accordingly. By being aware of the SLA’s and what may be required of you when briefing the task, helps us process your request quickly and accurately.

General

Brief
Content
Design
Development
Sign-off
Go Live

Content RequestsLanding pages, articles, projects etc.

4 weeks
4 weeks
2 weeks
2 weeks
2 weeks
Scheduled

New Website/Campaign ReportingGoogle Analytics, Dashboards etc.

2 weeks
-
-
-
-
Immediate

Modify Website/Campaign ReportingGoogle Analytics, Dashboards etc.

1 week
-
-
-
-
Immediate

DCS UploadsTechnical Bulletins, brochures etc.

72 hours
-
-
-
-
Scheduled

Account AccessAsset Bank, SPLR, DCS etc.

72 hours
-
-
-
-
Immediate

Promotions

Brief
Content
Design
Development
Sign-off
Go Live

Major promotions or campaigns

12 weeks
11 weeks
9-10 weeks
6 weeks
2 weeks
Scheduled

Refresh of existing promotion or campaign

9 weeks
8 weeks
7 weeks
6 weeks
2 weeks
Scheduled

EDM's

Brief
Content
Design
Development
Sign-off
Go Live

Customer Facing EDM's

2 weeks
2 weeks
1 week
-
24 hours
Scheduled

Internal Communication

1 week
-
-
-
48 hours
Scheduled

Website Enhancements

Brief
Content
Design
Development
Sign-off
Go Live

New Features/Functionality

8 weeks
6 weeks
6 weeks
4 weeks
2 weeks
Scheduled

Website bugs

3 weeks
-
-
2 weeks
72 hours
Scheduled

Website Incidents

Initial Assignment
Expected Resolution Timeframe

Critial SeverityWebsite down, promotion/form errors

2 hours
24 hours

High SeveritySupplier locator or site search errors

24 hours
48 - 72 hours

Low SeverityContent display issues, typos etc.

48 hours
1 week