Revision A
Service Level Agreement (SLA) between
Media News Group Interactive (MNGI) Operations and
Denver Newspaper Agency (DNA) Ad Sales
Purpose
The purpose of this SLA is to formalize an arrangement between MNGI and DNA to deliver specific support services, at specific levels of support in an agreed upon timeframe. The following services and timeframes are provided in response to the transfer of Insertion Orders (IO) from DNA to MNGI Ad Central Department.
DoubleClick Push Cycles - IMPORTANT NOTE
*DoubleClicks’ servers update globally throughout the world. These push cycles take from one to three hours to go around the world. Therefore, any changes made in the DoubleClick system rely on the push cycle of which it becomes part. Changes made in DoubleClick show up on the live site between one and three hours after changes have been made.*
DNA Responsibilities
All advertising requests submitted by DNA to MNGI MUST be made in the form of an IO.
1. IO- the IO can be accessed online at the following URL:
http://63.147.65.175/DART/DPOinsertion.asp
Required Fields- The following fields are required in order to submit an IO. These fields are marked with asterisks * on the form to separate them from fields that are not required. If a required field is not filled in , the IO form will not let you submit.
· Advertiser (Company) Name
· Advertiser Account Number
· Sales Contact
· Rep Number
· Sales Phone Number
· Start Date
· End Date
· Order Billing Details
· Ad design work
· Section
Note: While the creative is not a required field, it is needed to make an IO considered complete. MNGI will process completed IOs within 24 hours. Processing time begins when a completed IO is received. The 24 hour processing time will not begin until Ad Central receives all of the creatives.
Requests to the DNA production group can also be submitted using this form.
Pertinent Information- These are not required fields, but give Ad Central information about the terms under which the ad was sold and help optimize campaign performance.
· Ad size
· Page Position
· Sections
· Page Type- section or article
2. Image Weight- DoubleClick will not serve files over 30K. DNA should inform the advertiser of the banner sizes and maximum file size.
Services to Be Delivered by MNGI
1. Timeframes- Ad Central hours.
· Monday through Thursday, 8am to 5pm MST
· Friday, 8am to 3pm MST- Any ad received Friday after 3:00 will be posted Monday, by 3:00pm unless Monday falls on a holiday in which case, the ad will be posted on the next business day by 3:00pm. All holidays follow this rule.
Certain timeframes will be followed depending on the type of request made. Types of requests are explained in detail in the next section, New Ad Trafficking. All timeframes begin when a completed IO is received by Ad Central. A completed IO MUST include the creative. The clock does not start on the IO until MNGI has received all the creatives for the IO.
2. New Ad Trafficking- Every IO submitted and entered in the DoubleClick system pass through two people at MNGI before the ad is activated. The first person trafficks the ad and the second person verifies the work done by the first person. See, Response Letter section for further detail on verification process.
· Standard Ads- Once an insertion order has been received, with all completed information, processing of normal ads with jpg. or gif. images will be done within 24 hours.
· Rich Media- A rich media ad is any ad other than a gif. or jpg. Examples include, HTML and Flash. These types of requests may take up 72 hours to complete, in order to test compatibility of the code through DoubleClick tags. This compatibility testing ensures that the ad can be seen on the live site.
· Large Orders- New orders or revisions with different impression levels, different site and position targeting, and different dates for five or more ads are considered large. These types of requests may take up to 48 hours to complete.
· New Technology- Technology that has not been previously been tested or served by MNGI is considered new and will take five business days to test and determine DoubleClick compatibility. If implementation is possible, it will follow the Rich Media time frame of 72 hours implementation time after compatibility testing has been completed.
3. Corrective Maintenance
· Troubleshooting- The type of ad in question will determine the course of action to take in the troubleshooting process: The steps MNGI will take when working through an ad problem are:
o Determine course of action
o Check DoubleClick trafficking
o Test on test website through DoubleClick tags
o Email or phone the DNA contact with status of ad
o Verify it works, if not, escalate it.
· Escalation- After 8 business hours, if the ad can not be correctly trafficked, a ticket will be submitted to DoubleClick support and a notification email will be sent to DNA communicating this. A point person will be assigned to the ad issue and this person will communicate the status of the IO to DNA and all appropriate parties.
4. Revisions - Most revisions and changes take 24 hours, which starts when the revision is received with all creatives if applicable by MNGI. Revision must be submitted to Ad Central via the change order located at: http://63.147.65.175/DART/changes.asp. There is, also, a link on the original IO form for revisions. Any large revisions that take more than 24 hours will receive continued notification after every 8 business hours. Submission of all pertinent information for updates/changes is required.
· Required information:
o Order/Ad Id #
o Name of ad
· Include if applicable:
o New images
o Extended end dates
o New URLs
5. Response letter – Once an ad has been posted, DNA will receive two responses back from Ad Central. The first response will confirm that the ad has been entered into the DoubleClick system. The second response will confirm the new IO or update is finished and the ad is appearing on the site. This letter will be sent out within 24 hours of receipt of the completed IO or update. This letter will contain detailed information including the following:
· Confirmation that the ad has been verified by Ad Central
· Confirmation that the ad is currently showing on the appropriate section/page of the Denver Post or affiliate site.
· Appropriate user login and password for the advertiser/individual to access the reporting information for this ad if it is a new advertiser.
Processes and Procedures
1. Critical Ad Problems During After Business Hours- A critical ad problem must meet one of the following conditions:
· 24 hours has gone by and a new ad has not begun delivering.
· An ad has ended prematurely.
· An ad has broken images or links.
· An ad is not showing on a correct page(s) as requested on the IO.
Actions to take:
First, send the critical request by filling out all the pertinent information on the change form located at: http://63.147.65.175/DART/changes.asp.
There will be at least one person on call to address the request.
If a response is not received back within 15 minutes of the email, then follow up with a call to 1-866-664-4669 or 1-888-244-3021. The person calling should leave their name, phone number, the order ID number of the ad in question and a brief explanation of the issue. The 24/7 on-call person will notify ad central staff and there will be a reply back within 30 minutes with the status of the issue.
2. Non-Critical Ad Requests After Business Hours
A non-critical ad problem is one where:
o An ad needs image or link updates
o New IO not received by Ad Central during normal business hours
o End date changes not received by Ad Central during normal business hours
o Updates to existing orders
The non-critical requests will be addressed in the order they are received the next business day. Completion will fall within 24 hours.
3. Ad Central Contacts- To ensure prompt posting of new ads, updates and all requests pertaining to ad placement, all requests must to be submitted via email through http://63.147.65.175/DART/changes.asp. The Ad Central group may also be reached, individually, at the following phone numbers:
Web Traffic Coordinator, Tom Zevallos: 303-563-6431Web Developer, John Jenks: 303-563-6402Web Developer, Heather Durkin: 303-563-6439Operations Manager, Jim Shugarts: 303-563-6434
4. DoubleClick Tags - The maintenance and organization of DoubleClick tags that are housed in the Vignette system are the responsibility of MNGI. The maintenance and organization of other DoubleClick tags, housed on third-party servers, are the responsibility of DNA.
5. Emergency/Accident Guidelines- In the event of an accident or incident, DNA will notify MNGI to halt all pertinent advertising in DoubleClick. Advertising will not be resumed until Ad Central is expressly notified by DNA via email.
Performance, Tracking and Reporting
DoubleClick has reporting available online for every ad served. There are over 20 different types of reporting available for campaign tracking. Reports can be accessed at http://dfp.doubleclick.net. Every second response form sent will have detailed instructions on how each advertiser can view reporting on their campaigns.
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