Available Managed Services Requests and Completion Times
Managed Services includes eligible Platform Configuration Services and Training Services. Services are grouped by size based on scope and complexity:
- Small
- Medium
- Large
Each service size has a quarterly limit and an estimated initial completion time.
Request Limits and Estimated Initial Completion Times
| Service Category | Quarterly Limit | Estimated Initial Completion Time* |
|---|---|---|
| Small | 6 per quarter | 2–3 business days |
| Medium | 4 per quarter | 3–5 business days |
| Large | 2 per quarter | 5–7 business days |
- Estimated Initial Completion Times begin after Siteimprove confirms in writing that all information reasonably necessary to complete the Request has been received.
- Each Request includes up to two adjustments or iterations after initial completion. These iterations are not included in the Estimated Initial Completion Time and may affect the final completion date.
- Estimated Initial Completion Times apply during applicable regional business hours: Monday–Friday, 8:00 AM–5:00 PM in the customer’s regional support time zone, excluding regional holidays.
- Training Services are classified as Small Requests.
- Training Services are scheduled based on mutual availability and instructor availability and may not follow the same Estimated Initial Completion Times as Platform Configuration Requests.
Small Requests
Small requests are narrower-scope configuration or setup requests that can usually be completed quickly and with limited dependencies.
Examples include:
- Accessibility site target adjustment
- Crawler sitemap crawl setup
- Priority/Usability setup or configuration
- Quality Assurance language detection configuration
- Analytics behavior map setup
- Analytics behavior tracking or funnel setup
- Analytics script support
- Analytics visitor engagement score trigger setup
- Analytics cookieless tracking setup
- Analytics filter creation
- Analytics data source mapping
- Analytics anonymization activation
- SEO keyword import
- Dashboard configuration or build
- Report configuration or build
- Report enable/disable changes
- SSO configuration
- Creation or configuration of groups, page tags, sites, users, or roles
Medium Requests
Medium requests are broader configuration requests that require more review, setup work, or validation.
Examples include:
- Broken link review
- Single page checks
- Analytics group creation
- Analytics group setup
- Analytics site creation or configuration
- Event tracking setup
- Campaign setup
Large Requests
Large requests are more complex configuration requests that require deeper setup, customization, or review.
Examples include:
- Crawler Insights review
- Policy build or configuration
- User Feedback configuration
Training Services
Training Services are structured, expert-led sessions focused on foundational education across the Siteimprove platform. Training Services are classified as Small Requests and count toward the customer’s quarterly Small Request allotment.
Each training session is limited to 30 minutes:
- Approximately 20 minutes of module or feature education
- Approximately 10 minutes for Q&A
Available training sessions include:
- Accessibility Overview/Basics
- Activity Plans Overview
- Analytics Campaigns Overview
- Analytics Overview/Basics
- Behavior Maps Overview
- Broken Links/Misspellings Overview
- Create/Edit Scheduled Reports
- Creation/Setup of New Dashboards
- Dismissing Occurrences
- Events Tracking Overview
- Groups Overview
- Inventory Overview
- Issues/Potential Reviews/PDF Issues
- New Policy Creation Setup/Walkthrough
- QA Overview/Basics
- Readability Overview
- SEO Issues & Recommendations Walkthrough
- SEO Overview/Basics
- Site Content Settings Overview
- Site Management Basics
- Site Target Setup/Explanation
- User Management/Roles/Site Access Overview
Training Services are educational only and are not consultation-based.
Submitting Multiple Services in One Request
Customers may include multiple eligible service items within a single Managed Services Request. When this occurs, Siteimprove will review the combined scope and may assign multiple Request allocations based on the size, complexity, and number of service items included, up to the customer’s quarterly allocation:
- Up to 6 Small Requests
- Up to 4 Medium Requests
- Up to 2 Large Requests
When multiple services are submitted in one request:
Estimated completion time may extend beyond the standard range depending on the number of service items included.
Siteimprove will provide an estimated timeline based on the combined workload and complexity.
Work may be processed sequentially to maintain quality and accuracy.
Revisions
Each Request includes up to 2 adjustments or iterations after initial completion.
Revision requests may impact the final completion timeline depending on the type of change, complexity, and amount of additional work required.
Final Request Classification
Siteimprove reviews each request and determines the appropriate service category based on scope, complexity, and effort required.
If a request includes multiple services or changes in scope after submission, the timeline or service classification may be adjusted.