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REOC Website Service Level Agreement (SLA) Policy

Our service levels are broken down into four categories: Urgent, High, Medium, and Low. We are committed to responding to and resolving any issues that arise according to these service levels.

All requests are sent directly to REOC's Community Relations Coordinator, Patty Beaudrie and/or Keith Krupcznski. Once received, Patty or Keith will approve or deny the request and will work with a representative from WEBsolutions to prioritize the request. 

Urgent

An "Urgent" service level is applied to issues that cause a total service outage or severely affect the primary functionality of the website. This includes situations such as the website being down, severe bugs affecting navigation or major security concerns. If there is an urgent request, please call (585) 943-2777 to confirm status.

Response Time: We will respond to "Urgent" issues within 1 hour of notification.

Resolution Time: We aim to resolve "Urgent" issues within 4 hours of notification.

Example: If the website crashes and users cannot access any pages, this is classified as an "Urgent" issue.

High

A "High" service level is assigned to issues that significantly impact the user experience or important site functionality, but do not entirely prevent the use of the website. This may include minor bugs affecting key features, performance issues, or problems with secondary systems such as analytics or email notifications.

Response Time: We will respond to "High" issues within 4 hours of notification.

Resolution Time: We aim to resolve "High" issues within 12 hours of notification.

Example: A request to notify students/staff of an unexpected closing, this is considered a "High" level issue.

Medium

A "Medium" service level relates to problems that have a moderate impact on the website but don't prevent overall use. This might include issues such as non-critical bugs, minor performance problems, or issues with non-essential features.

Response Time: We will respond to "Medium" issues within 8 hours of notification.

Resolution Time: We aim to resolve "Medium" issues within 1-2 business days of notification.

Example: If non-critical components on the website are not functioning correctly or a program update is needed, this would be considered a "Medium" level issue. 

Low

A "Low" service level refers to minor issues that have little impact on the user experience or website functionality. These can include small cosmetic issues, content updates, feature requests, or non-urgent updates.

Response Time: We will respond to "Low" issues within 2 business days of notification.

Resolution Time: We aim to resolve "Low" issues within 5 business days of notification.

Example: If a website user requests a new feature, reports a typo, or content change, this is considered a "Low" level issue.

Our team is committed to delivering a high-quality website experience for all users. Through this SLA, we aim to address and resolve any issues that arise in a timely and effective manner.