Standard service levels
Most requests will be completed within a service-level agreement of 15 working days, dependent upon level of effort and scope. Requests should be submitted with this timeframe of three business weeks in mind.
We understand there will be "emergency" updates requested, including those related to COVID-19, and we will do our best to get those in as quickly as possible.
If the request is a major change or requires substantial effort, it will be forwarded to Marketing and Communications leadership for prioritization and approval. Such requests may not be completed within 15 days.
Some examples of changes
- Routine requests: Edits to text content; new content to be added to existing pages; updates to existing forms (completed within 10 working days)
- Emergency requests: Regulatory or compliance-related changes; staff changes due to termination; some COVID-19-related changes (completed within 2 business days)
- Major functionality changes: New pages; new forms; large documents to be converted to web format; significant changes to images (timelines to be determined based on level of effort; requesters will generally be contacted within 4 to 6 weeks with details if this applies)