Website Operations Completion Times (SLA)

Website update requests are prioritized based on impact to the organization, alignment with Providence website content strategy and Digital Experience goals, scope and when the update was requested.

Requested implementation dates may be adjusted according to priority and team bandwidth.

Request Type		Criteria	Typical Completion Time (business days)
Tier 1	Urgent updates	Incorrect information Business-critical	2-5 days
	Location updates	Website location pages Google listings, Yext, etc. Follows location content guidelines
	Document upload/ replacement	Website PDFs
	Campaigns	Single page updates (2 days) New pages (3 days) Multiple pages in campaign and/or complex campaigns (up to 10 days)	2-10 days
Tier 2	New locations	Website location pages New entry in Google, Yext, etc. Follows location content guidelines	5-15 days
	Service content updates	Follows service content guidelines
	New service	Follows service content guidelines
	Content update/ new content (goal aligned or required)	Conversion focused, consumer facing Required by business/compliance
Tier 3	Content update/ new content	Not consumer facing or conversion focused	5-20 days depending on scope, team bandwidth