Service Level Agreement for the Website
Department: Technology
Owner: Kili Lay
This
Service Level Agreement (SLA) is intended for everyone who uses the BFIS
website (referred to hereafter as "user") and has any expectations for help,
assistance, trouble-shooting, developing new ideas, etc. (referred to hereafter
as "service").
The purpose
of this SLA is to allow me to guarantee my
commitment to helping you with any problems you encounter by providing you with
a general idea of service priorities and response-time.
Furthermore,
the SLA will explain how the user requests
service.
Types of Service, Priority, Response-time
| Service - in priority order |
Response-time
|
- Requests to repair things
that don't work properly
- Malfunctioning menu link
- Dead links
- Authorization errors
- Etc.
|
Within 24
hours
Often sooner
|
- Requests for help with registration
|
Within 24
hours
Often sooner |
- Requests for help with login
- Forgot password
- Forgot username
- Other
|
Use
website "forgot password"
Other requests will be addressed within 24
hours
|
- Requests for help posting new
content
|
Within 24
hours |
- Requests for help with
updating content
- Editing class page
- Inserting link
- Inserting link to document
- Inserting picture / image
- Inserting vide
- Etc.
|
Within 24
hours |
- Requests for new website
components
- Menu links
- Menus
- Categories
- Sections
- Etc.
|
Within 24
hours your request will be answered. Depending on the nature of the request
it may take more time to review, research, and/or implement. Some may be
denied. In all cases, user will be informed. |
How to Request Service
Requests
for service from teachers and staff should be made in the appropriate
Discussion Forum (see below).
Requests
made by email will be answered after all those posted in the Discussion Forum and
do not have a guaranteed
response-time.
The
rationale for using the Discussion Forum is six-fold:
1.)
you
may already be searching for an answer in the Forum,
2.)
since
you are working on the website there is no need to open a separate application
such as Outlook to send your question / suggestion / plea for help,
3.)
by
posting the question or request in the Discussion Forum, others may be able to
answer you sooner,
4.)
since
you posted your question or request in the forum, others can benefit from the
answer,
5.)
to
show everyone that I deliver my service promise because my response is
public and time-stamped, and
6.)
my
inbox does not become inundated with website help requests. I have one place to
look for website requests, making me more efficient at what I need to
accomplish - which ultimately means the user gets better service, too.
What is the appropriate Discussion Forum:
- Use "Technical Issues" for questions / requests such as ‘How do I
edit content on this website', ‘How do I edit my profile', ‘How do I post
new content', etc.
- Use "Content" when there is something incorrect or perhaps a
spelling mistake, or anything related to content.
- Use "Wishlist" to request things you would like the website to be
able to do, to request new menu items, new categories, etc.
|
