Web Content Service Level Agreement

Introduction

This Web Content Service Level Agreement (SLA) outlines expectations, responsibilities, and turnaround times for content that will be published on ASCO’s main corporate website, ASCO.org. This version of the SLA was published on 11/14/2024. The next review date will be on or before 11/1/2025.

Note: The web content development and publication process is currently evolving. As processes change, this SLA will be updated to reflect the current process. Significant updates to the SLA will be announced to ASCO staff via Morning Rounds.

If you have any questions, please contact Claire Smith.

Terms & Definitions

Content Update Ticket: Used for simple or minor content updates to existing pages on ASCO.org.
Content Planning Form: Used to request a new webpage or significant updates to a page or section of the website.
Business day: Monday-Friday, excluding days ASCO is closed. Standard business hours are 8:30 to 5 pm. In general, updates will only be made during standard business hours.
Urgent update: Urgent updates are those that affect the revenue or reputation of the organization, or are requested by ASCO leadership, and will be completed within one business day. When you mark an update as urgent, you will be asked to provide a business reason. Whether an update is considered urgent is subject to ICM Web Content Team judgement, and more information may be requested.
Standard Turnaround Time: Standard turnaround time for simple content updates is 5 business days in most cases. Please review “Ticket Turnaround Times” section for additional information.

ICM Web Content Team Expectations & Responsibilities

The ICM Web Content Team will:

Respond to tickets and publish submitted content within the outlined timelines based on content type and priority.
Ensure that submitted content is published accurately, according to the ASCO web style guidelines, and checked to make sure that there are no broken links, accessibility issues, or obvious errors (ie, missing sections of text.)
Communicate promptly if they have any questions or concerns about the submitted ticket.

Current members of the ICM Web Content Team are Claire Smith, Natalia Wiater, and Jess Sackett.

ASCO Staff Expectations & Responsibilities

ASCO staff are asked to:

Keep content turnaround times in mind when planning content updates, and submit tickets in line with published turnaround times.
Provide content that is reviewed, finalized, and ready to be published.
Respond in a timely manner to questions from the ICM Web Team about your content.
Review published content to ensure that the update is correct and as expected.

Ticket Submission Process

For simple content updates, please fill out the Content Update on a Website ticket in the help desk. Please note that this form should only be used for updates to existing pages. If you wish to add a new page to the website, please fill out the Content Planning Form (see below).

Ticket Turnaround Times

Standard Content

Meetings Content

Urgent Updates

Standard Turnaround

1 week (5 business days)

1 business day

Time-Sensitive Updates

If time-sensitive content will not be finalized at least a week in advance of the publish date, submit a ticket describing the requested changes. ICM will respond and notify you when they will need the final content to meet your deadline. If content is not received by requested date and time, standard turnaround times will apply once final content is received.

During the two weeks leading up to and during an ASCO Meeting, content related to that meeting will be published within 1 business day.

If something needs to be published in under 1 business day, submit a ticket (even if content is not finalized,) and notify ICM Web Team via Teams Chat. Content will be published ASAP once final content is received.

Examples

If content needs to be published by 5 pm Tuesday, October 29, it should be submitted no later than 5 pm Tuesday, October 22.

Annual Meeting content submitted at 3 pm Tuesday, May 27 will be published by 3 pm Wednesday, May 28. Content for the Quality Care Symposium submitted at the same time will be published by Tuesday, June 3.

A ticket marked “urgent” is submitted at 3:30 pm on Tuesday. Content will be updated by 3:30 pm on Wednesday. If content needs to be published sooner, submit the ticket and message the ICM Web Team via Teams chat.

New Content/Significant Updates

If you would like to publish a new page on ASCO.org or if you have significant updates such as revisions to multiple pages, please fill out the Content Planning Form. Members of the ICM Web Content Team (and optionally your Marketing Strategist) will meet with you to understand more about your goals and provide recommendations for your content. It is best to submit this form early in the planning process, before drafting or finalizing your content updates.

Content Planning Turnaround Times

Members of the ICM Web Content Team will be in touch within 1 week of submitting the content planning form to schedule a meeting to discuss the planned content and goals. As part of the that initial meeting, we will discuss the project timeline and any related deadlines. In general, the content planning process may take anywhere between 2-6 weeks depending on the complexity of the project and/or other ASCO priorities.