SLA Extension General Time Spend Guide

This guide will help you to determine if the SLA request is valid and the steps the builder needs to take to request an extension, as well as the steps for PROD to progress these requests.

Reason Type	Details	Approved Time Frame
High Product Count	The request is asking to add a very large number of products where a CSV needs to be formatted in order to import properly. Be sure to use the Product Import Guide for these tasks.	Formatted CSV Provided: 15 mins per CSV Need to format a CSV: 5 mins per product line Custom Fields or Pods Import: 10 mins per product line
High Post Count	The request is asking to add a very large number of posts where an XML needs to be formatted in order to import properly. Be sure to use the Blog Import Guide for these tasks. A Post can be defined as a blog, a pod, a store location, an event, adding users, a course	Formatted XML File: 15 mins per file Need to format XML: 5 mins per line Custom Fields or Pods Import: 10 mins per line If Import is not possible: 5 mins per post
Pulling Content	The request is asking to pull a large amount of content from a 3rd party site	Text: 5 mins per page Images: 10 mins per page PDFs: 10 mins per page Links: 5 mins per page If no CSV can be provided: Posts: 5 minutes per post Simple Products: 10 mins per product Variable/Booking: 15 mins per product
High Content	A single task requests to add a lot of content that is not a blog or product, and cannot be imported.	2 hours per page
Complex Task	A task is requesting complex functionality or set up.	If the request requires the set up of ALL of the following: a post type a singular themer layout an archive layout a search and filter functionality The set up should be a full 8 hrs. This should not include the addition of the post type content (See High Product/Post Count for further information). This should not be used for configuring plugins.
Process Delay	WDS Process caused a delay. IE. Site had GD Core Issue, but the clarification took multiple days to resolve.	TDB as Needed
Redesign	The task is requesting a redesign of the page whether or not it is based on a reference.	2 hours per page or themer layout (i.e. header, footer, singular, and archive layouts)
Add New Pages	The task is to add a new page with provided content or pulling content from a source.	2 hours per page or themer layout (i.e. header, footer, singular, and archive layouts)
V2 to V3 or DIFY conversion Back to Current GD Core plugin Suite	The task is to convert a site from V2 to V3 or the customer is still on the DIFY platform and moved away from our plugin suite, but still needs support and need to be moved back to the GD Core Plugin Suite.	Baseline Conversion should be 2 hours and 1 hr for each page and themer layout. Posts should not need to be converted.
GoDaddy Approved Extension	This reason is only to be used with leadership approval.  If a site is delayed due to a backlog, or other GoDaddy approved reason, this can be used to flag a late pickup due to backlog.	1 additional day for in scope tickets and 1 additional day plus typical extension guidelines for high content tickets.

The builder must complete the SLA Extension Template and Delivery Date Extension steps below when a ticket is delayed.

Invalid Reasons

SLA extensions should not be approved for the following reasons

• Received Back from Technical Clarification Late
  • Unless this was a GoDaddy caused issue, like the GD Core error we have seen recently, this request type will not be granted an SLA extension. Tickets should be fully researched and troubleshot prior to opening a technical clarification.
• Started Ticket Late
  • It is expected that builders begin working on tickets within a reasonable time frame, waiting until the ticket is past due or about to be passed due is not grounds for an SLA extension.
• Vague Requests
  • If a request is submitted without any details of what is causing the delay then the request will be denied. Builders must provide the breakdown of what tasks are causing the delay and why.
• High Task Count
  • Tasks should be reviewed individually not as a whole. There maybe be 30 tasks that are all to updates copy on the page, this doesn’t automatically mean it will take longer that SLA.

If any of these items result in a delayed customer due date, the builder must complete the Delivery Date Extension steps below.

Templates

SLA Extension:

The following template must be present when an SLA extension has been requested.

<strong>Task:</strong> 
<strong>Reason for Extension (Per Task):</strong> 

<strong>How much more time do you need (Per Task and Total)? </strong> 
<strong>Date of Completion:</strong> 

Single Task Example:

Task: Task 4 In Atarim: Add 500 products using attached spreadsheet
Reason for Delay: Provided spreadsheet must be formatted for correct product import. The spreadsheet has 500 lines of products to adjust.

How much more time do you need? 6 days
Date of Completion: August 10, 2023

Multiple Tasks Example:

Task: Task 1 In Atarim: Update the name of each product to have the SKU in the title
Reason for Delay (Per Task): There are 400 products on the site that need to have the title adjusted.
How much more time do you need (Per Task)? 5 days

Task: Task 3 In Atarim: Create a new blog page with posts from the the attached word doc.
Reason for Delay (Per Task): We need to set up a blog archive page, post singular page, and add post content for the 10 posts provided in the doc.
How much more time do you need (Per Task)? 1 Day

Task: Rev Doc “revisions2.doc”: Sitewide task – Adjust site design to more closely match the reference site
Reason for Delay (Per Task): Reference site has a dark theme and utilizes much more negative space than the current site design. There are 11 pages , a header, a footer and a blog.
How much more time do you need (Per Task)? 4 days

How much more time do you need (Total)? 10 days Total
Date of Completion: August 10, 2023

Delivery Date Extension Process:

If the delivery due date needs to be adjusted, the builder must follow these steps so that we may communicate with the customer.

In the working ticket on the right side bar, find the field titled “Expected Delivery Date” and verify the builder entered the date the ticket is expected to be completed.

Important: The builder should ONLY be adjusting the “Expected Delivery Date” field. The “Due Date” and “Customer Due Date” fields should not be adjusted. If the builder did adjust these fields, we should be submitting feedback on the builder to curb this behavior in the future.

Steps to Approve, Deny or Adjust the Extension Request

Approve

After you have thoroughly reviewed the extension request and determined the extension is valid according to the Approved Time Frame chart above, you can approve the request by following the below steps:

1. Open the work (Build, Rev, Care Parent) ticket
2. In the right side bar, adjust the Due Date to the date the builder provided in the template for the Date of Completion field.
3. Adjust the Customer Due Date field to the day after the new Due Date.
4. Send an email to the customer with the details of the new Completion Date, if the email has not already been sent.
5. Progress the ticket forward by moving the clarification to In Progress
6. Then on the main work ticket, click respond to clarification and explain the approval

Deny

If you find the extension is not valid and you need to deny the request, follow these steps:

1. Open the work (Build, Rev, Care Parent) ticket
2. Verify the due dates on the right side bar are correct
3. Send an updated email to the customer with the correct due date, if needed.
4. Move the ticket back to the vendor by moving the clarification to In Progress
5. Then on the main work ticket, click respond to clarification and explain the reason for the denial. Be sure to include the firm due date.

Adjust

If you discover that an extension is warranted, but not at the time suggested by the builder, follow these steps to provide an adjusted SLA:

1. Open the work (Build, Rev, Care Parent) ticket
2. In the right side bar, adjust the Due Date to the date the builder provided in the template for the Date of Completion field.
3. Adjust the Customer Due Date field to the day after the new Due Date.
4. Send an email to the customer with the details of the new Completion Date, if needed.
5. Progress the ticket forward by moving the clarification to In Progress
6. Then on the main work ticket, click respond to clarification and explain the adjusted time frame and firm due date.