Introduction

The nationwide Digital team Service Level Commitment (SLC) is meant for staff at all levels of the organization and provides specific detail as to terms of service for digital (web, social, mobile, email) requests. 

 

System management and uptime for cancer.ca

The Digital team makes a commitment to maintain a minimum 99% system up-time for cancer.ca and other core Society-managed online systems. This means that we strive to make these sites available to public users more than 99% of the time. Downtime will not include scheduled maintenance or partial outages (when only some pages/sections are inaccessible). Our ability to restore systems is also dependent on any third party vendors involved in the management of a system or role in restoring the system.

 

During unplanned downtimes on cancer.ca, the Digital team will engage a system as quickly as possible to automatically redirect users to a backup site where possible. The backup site will provide public users with key information and access to the 1-800 number and other contact information. 

 

As another part of the commitment to maintenance of cancer.ca, the Digital team ensures consistent monitoring of digitalemergency@cancer.ca on weekends and holidays.


 

Digital Service Level Commitment (SLC

 

Task / Issue

Type of Request/Contact

SLC  

Emergency 
 

  • Cancer.ca is down
  • Other public facing Society website is down
  • Donations are not being processed
  • Fundraisermyway.cancer.ca (IFE)

 

Emergency


 
digitalemergency@cancer.ca

ASAP
 
 
Further communication will depend on the type and severity of the issue.
 
 
 
Note: Emergency notification gets sent to the Digital team senior staff use should be limited to outages only


 
 

Troubleshoot Application (Sitecore, Luminate, Shopify, mobile apps, and Donor Drive) 
 

  • Not performing as expected

 
 
General application support including bugs, minor enhancements and troubleshooting back-end application functionality. 
 
 

Application Support 
 
digital@cancer.ca 
 
 
 
 

1-2 business days. 
 
 
 
Longer for complex issues, or work with vendors. 

Update Web Content 
 

  • Update existing content or assets on a digital property (Cancer.ca (Sitecore), Luminate Online, Formstack, Shopify and Donor Drive etc.) or archive content

 

Please note: Small content updates can be made through email and do not require a copy deck to be filled out.

 

 

Request support 

digital@cancer.ca

1-2 business days.
 
 
 
Longer for complex issues.
 
 
 
 

New Cancer.ca page or content

 

  • Request to create a new page or section on an existing page.
  • Update featured corporate partner logo on home page (cancer.ca)
  • Homepage banner request

 

Please note: New content needs to be reviewed by the Digital team to ensure it meets usability, accessibility, SEO and best practices and guidelines.
 

 

Digital Content Hub – contains copy deck and content tagging

 

Homepage banner request form


Request support 

digital@cancer.ca

 

2-5 business days.
 
 
 
Longer for complex issues.

Receipting (Luminate and Shopify) 

 

  • Update existing receipt pdfs
  • Generate annual receipts for monthly donors
  • General receipt issues

 

Receipt Support
 
digital@cancer.ca

1-2 business days.


 Longer for complex issues.

Social Media  
 

  • Discuss the addition of content about your campaign / program / initiative / efforts into the national social media calendar 
  • Upload approved videos to the national YouTube channel  


Social Media Support
 
digital@cancer.ca 

2-10 business days. 
 
 
 
Longer for complex projects involving an entire strategy.
 
 

Social Media Consultation 
 

  • Request consultation when interested in having a new social media account / Page set-up or an existing one closed, analytics and reporting or new initiatives that require discussion about purpose, goals, scope and deliverables


Note: Consultations normally include initiatives that are not part of annual organizational dependencies but are important emerging opportunities or issues impacting organization and its users. 

Social Media Support
 
digital@cancer.ca 

3-5 business days for response. 
  
 
 
Note: Consultation request submission is not an automatic agreement to begin implementation. Decision to proceed or not will be made based on mutual discussion around the overall objectives, priorities, available insight and capacities

User Accounts (Sitecore, Luminate, Shopify and Donor Drive) 
 

  • Set up staff user accounts
  • Delete accounts for staff who are no longer with the Society
  • Update access/permission for existing user

 

User Account Support
 
digital@cancer.ca 
 
 

3-5 business days.
 
 

Digital Consultation 
 

  • Request consultation when wanting to discuss the purpose, goals, scope, potential deliverables and estimated timeline for a new digital initiative.

 

Note: Consultations normally include initiatives that are not part of annual organizational dependencies but are important emerging opportunities or issues impacting organization and its users. 
 
 
 
 

Digital Consultation
 
digital@cancer.ca

3-5 business days for response. 
 
 
 
Note: Consultation request submission is not an automatic agreement to begin implementation. Decision to proceed or not will be made based on mutual discussion around the overall objectives, priorities, available insight and capacities.  
 
 

Marketing Analytics and Reporting
 

  • Setup Google analytics tracking and reporting for a new page, section, form, event based on KPI
  • Request traffic, usage, behavior, conversion report
  • Request analysis and insight

 

Data Analytics Support
 
digital@cancer.ca 

3-7 business days.

Vanity URL  
 

  • Set up vanity url for marketing campaigns or print promotions (e.g. cancer.ca/golfforethecure)
  • Set up sub-domain for microsite (e.g. relay.cancer.ca)

 
 
Check with Marketing, IT, Digital team prior to broadcasting new vanity URL or subdomain as there may be limitations surrounding your request.

 

Vanity URL Support 
 
digital@cancer.ca

5-7 business days. 
 
 
 
Complex requests could take up to 2 weeks due to outside vendors and their SLA. 
 
 
 
 
 
 

Domain Registration 
 

  • New domain registration Examples:
  1. ShopRelayYouth.ca
  2. CancerConnection.ca
  3. ParlonsCancer.ca
  4. QuitSmoking.com

 

Check with Marketing, IT, Digital team prior to broadcasting new domain as there may be limitations surrounding your request.

 

Domain Registration Support
 
digital@cancer.ca

5-7 business days. 
 
 
 
Complex requests (domain configurations or domain transfers) could take up to 2 weeks due to outside vendors and their SLA. 
 
 
 
 

Digital Advertising 
 

  • Setup digital advertisement (paid, earned, social, organic) 

Google ads, pixel, leaderboards, social, behavioral etc.

Digital Marketing Support
 
digital@cancer.ca

5-7 business days.
 
 
 
Longer for complex requests involving development of an entire plan.

Create Fundraising website
 

  • Create TeamRaiser from an existing blueprint
  • Donor Drive Event (personal, team or ticketed event) 

 
 
Assumes all content, images and event details are provided.

Teamraiser Support
 
digital@cancer.ca

5-10 business days.
 
 
 
Longer if consultation, blueprint design and configuration are required.

Setup Ticketed Event 
 

  • Create event in EventBrite
  • Create landing page if multiple locations


Assumes all content, images and event details are provided.

 

Ticketed Event Support
 
digital@cancer.ca

5-10 business days.
 
 
 
Longer depending on design support required.

Email 
 

  • Request one-off deployment

 

 

Email brief and copy deck

 

Email Support
 
digital@cancer.ca 

5-10 business days. 
 
 
 
Longer for complex projects involving full e-strategy.
 
 

Sitecore, Donor Drive Staff Orientation/Training 
 

  • Sitecore content management system (CMS) training for national or provincial staff

 

Note: Staff filling in for content authors or administrators must request web orientation prior to submitting web content requests.
 
 

Orientation/Training
 
digital@cancer.ca 
 
 

Mutually convenient schedule will be worked out directly with the attendee. Where necessary, we may combine requests and provide one session for a group of attendees to reduce duplication. Training will generally take place within 2 weeks of request.
 
 
 
On-demand training resources will be made available where applicable.