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It specifies roles, service hours, prioritization of projects, and expected collaboration with campus partners. The agreement outlines service delivery standards including response time, turnaround time ranges by common request types, content accuracy responsibilities, quality assurance, and governance and compliance expectations to ensure accessibility, branding, and effective user experience.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":41,"@type":70,"position":76},"https://docshare.wps.com/template/letters/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/service-level-agreement-web-services/236595/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/service-level-agreement-web-services/236595.png","ImageObject",442,249,{"name":88,"@type":89},"Emma Mercer","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-18","2026-09-11",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",8,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"What is the purpose of the Service Level Agreement for Web Services?","Question",{"text":109,"@type":110},"It outlines the web services provided by the StratComm web team, including roles and responsibilities for both the web team and the client. It sets clear expectations for delivery, project support, and communication.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"How are web projects prioritized when requests exceed capacity?",{"text":114,"@type":110},"Projects supporting institutional goals and strategic initiatives are prioritized. Priority is given to executive initiatives, university-wide recruitment and enrollment efforts, deadline-driven marketing campaigns, content migration and SEO work, StratComm-initiated requests, and donor-focused pages as capacity allows.",{"name":116,"@type":107,"acceptedAnswer":117},"What are the typical response and turnaround time expectations?",{"text":118,"@type":110},"Initial acknowledgments occur within 1–2 business days (24–48 hours). 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This guide is here to help us work together to create and maintain a web presence that’s user-friendly, accessible, and aligned with our brand and goals. Whether you’re launching a new site, updating content, or requesting technical support, we’re here to ensure your digital experience is smooth, strategic, and effective.  \nThis SLA outlines how we’ll collaborate, from project planning and content development to timelines, approvals, and ongoing support, so we can deliver a web experience that works for everyone.  \nPurpose: This Service Level Agreement (SLA) outlines the services provided by the Strategic Communications and Marketing (StratComm) web team. It defines the roles and responsibilities of both the web team and the client, and sets clear expectations for service delivery, project support and communication.  \nThe SLA is designed to guide the development and maintenance of university websites and web content that align with KSU’s mission, vision and strategic goals, whether for university–wide initiatives or individual departments.  \nDue to the volume of requests and limited resources, the web Team prioritizes projects that most directly support institutional goals and strategic initiatives.  \nPriority is given to the following:  \n1. Strategic Presidential and Executive Initiatives – Projects directly supporting the Office of the President or other executive leadership, such as institutional messaging, major announcements or strategic plan websites.  \n2. University-wide Recruitment and Enrollment Efforts – Web content and campaigns designed to attract and convert prospective students, including program pages, admission journeys, and campaign-specific landing pages.  \n3. High-Impact, Deadline-driven Marketing Initiatives – Projects tied to timesensitive marketing campaigns (e. g., open houses, application deadlines, fundraising campaigns) that support the university’s brand, enrollment, or advancement goals.  \n4. Content Migration and SEO Optimization – Pages and sites currently  \nundergoing CMS migration or requiring SEO work to meet performance, accessibility, and compliance standards as part of the broader university web redesign.  \n5. Requests from Strategic Communications and Marketing – Projects initiated by Stratcomm leadership or in collaboration with university leadership that benefit multiple departments or require cross-functional coordination.  \n6. Institutional Advancement and Donor-focused Pages – Web pages and  \ncampaigns created to support fundraising efforts, donor engagement, or major giving campaigns.  \nWe are happy to accept projects outside these priorities as our capacity allows.  \n\n| Scope of Services: The Web Team offers the following services: |\n| --- |\n| Website Development and Maintenance |\n| Content Development & Management |\n| SEO Optimization |\n| Technical Support |\n| Analytics and Reporting |\n| Training & Support |\n| User Experience & Accessibility Consultation |\n| Landing Page Creation & Campaign Support |\n| Web Governance and Standards Guidance |\n\n2. Service Hours  \nThe Web Team operates Monday through Friday, beginning at 8:00AM to 5:00PM EST, excluding University holidays. Due to the dynamic nature of the web, hours may vary to accommodate specific projects. However, primary communications will be managed during regular operating hours.  \n3. Service Delivery Standards  \nThe Web Team commits to the following service delivery standards:  \n• Collaboration: Maintaining and advancing the university’s web presence requires ongoing collaboration between the web team and campus partners. We are committed to transparent, timely communication and ask that partners stay engaged throughout the project process to ensure success.  \n• Response Time: Initial acknowledgment of service requests will be made within 1-2 business days (24-48 hours) . Complex requests may require additional time for assessment.  \n• Turna","cbCaik44GiWIFPsH","https://ap.wps.com/l/cbCaik44GiWIFPsH","pdf",181231,"English","# Scope of Services\n## Service Hours\n## Service Delivery Standards","[{\"question\":\"What is the purpose of the Service Level Agreement for Web Services?\",\"answer\":\"It outlines the web services provided by the StratComm web team, including roles and responsibilities for both the web team and the client. It sets clear expectations for delivery, project support, and communication.\"},{\"question\":\"How are web projects prioritized when requests exceed capacity?\",\"answer\":\"Projects supporting institutional goals and strategic initiatives are prioritized. Priority is given to executive initiatives, university-wide recruitment and enrollment efforts, deadline-driven marketing campaigns, content migration and SEO work, StratComm-initiated requests, and donor-focused pages as capacity allows.\"},{\"question\":\"What are the typical response and turnaround time expectations?\",\"answer\":\"Initial acknowledgments occur within 1–2 business days (24–48 hours). Turnaround time depends on scope and complexity, with typical ranges such as 3–5 weeks for new microsites or landing pages, 6–10 weeks for major content migrations, and 2–4 weeks for page layout updates or new sections.\"}]","Service Level Agreement - Web Services | PDF",1789106368]