Service Level Agreements - GIS

Technology Services Division
GIS
Hours 
Monday - Friday 8:30 AM to 5:30 PM 

Expected Response Times (SLA) - Based on Priority 

Map Creation*
When requesting a map for any purpose the requester can expect a PDF and/or hard copy file delivered on a specified page size.   The map will be delivered on a predefined template with all appropriate map elements (scale, north arrow, date, legend, document path, city logo etc.) and with predefined symbology specific to the type of map i.e. water system, land use, or electric utilities.

Map Book Updates
Request to update features and/or layouts of field map books. The requester will be required to specify the type of change or provide detailed information/field notes on changes. Initially hard copy field notes will be sufficient. Once wholesale updates have been performed and mapbooks are considered current changes will be provided on a scanned document attached to Help Desk request.

Corrections/Edits
This refers to corrections or changes to maps that have been created under the “Map Creation” request type and that initial request ticket has been closed. They will include but not be limited to; text edits, symbology, map elements etc. It will also include changes made to feature classes on the administrative level either in attribution (changing information associated with a spatial feature) or specific feature editing (changing the location of a feature).

QA/QC
Quality assurance and quality control requests shall be made by people who have made edits to an existing GIS dataset and need to have the changes verified by a qualified staff person.  Once complete, the changes will be indicated as such in a field inside the associated attribute table or data base. Actual QA/QC procedures will be documented in a GIS SOP to be created at a later date.

*Map creation times can vary depending on the type of map and the intended message. If for instance a request requires displaying data that exists on another map but simply in another area of the city, this can generally be accommodated quickly (.5-1 hour)**. If however, the map is visualizing a specific type of analysis that has not yet been performed the results could take much longer. Please try account for this when scheduling Map Creation requests.

**GIS staff will always complete requests in a timely manner. Please be aware however that special projects and current workload will always play a role in completion of requests. GIS will openly communicate with requester about current workload.