Finance
Digital Experience Scoping + SLAs
Digital Product
Digital Product Scoping
Nicole (Managing Director, Frank) leads scoping for digital product projects, using a dedicated scoping tool to build accurate estimates for larger projects. The delivery lead and delivery team scope other projects using [XXX].
Digital Product SLAs
| SLA | Timeframe |
|---|---|
| Brief acknowledgement | Within 1-2 business days of receipt |
| Ticket acknowledgement | Within 1-2 business days of receipt |
| Bug triage (critical) | Within 4 business hours |
| Bug triage (non-critical) | Within 1-2 business days |
| Hosting issue (critical/site down) | Within 2 business hours |
| Hosting issue (non-critical) | Within 1 business day |
| Feature estimate/scoping | Within 3-5 business days of approved brief |
| Development delivery | Agreed at project kickoff |
| QA and handover | Within 2-3 business days of build completion |
CRO
CRO Scoping
Dave (CRO Lead) leads scoping for the CRO team, using a dedicated scoping tool to build accurate estimates. For any CRO project, reach out to Dave directly to get a scope started.
CRO SLAs
| SLA | Timeframe |
|---|---|
| Test request acknowledgement | Within 1-2 business days of receipt |
| Test design and setup | Within 5-7 business days of approved hypothesis |
| Results reporting | Within 2-3 business days of test completion |
| Recommendations delivery | Within 3-5 business days of results sign-off |