SHRM Training and Support Guidelines
This document is an Exhibit to the Affiliate Agreement entered into between SHRM and the chapter/council (“Affiliate”) which is a party to that Affiliate Agreement, and serves as a guideline for the training service and support that SHRM will provide to the affiliate while participating in the SHRM Hosted Web Site Program
Description of Services by SHRM under the Affiliate Agreement
SHRM will host Affiliate's web site on SHRM Web Hosting and Virtual Hosting servers.
- Create Affiliate Web site: SHRM will develop a web site for affiliate using a Content Management Software (CMS).
- Web site Hosting: SHRM will host affiliate web site itself or through a third-party hosting service.
- Training: SHRM will provide training materials in the form of written documents and/or videos.
- Ensure application/web server is properly maintained
- Ensure web site is available 24/7
- Application/web server security
- Support: SHRM shall provide Help Desk Services for the CMS as outlined under Help Desk Services.
Availability of Web Hosting Services
SHRM shall attempt to provide Web Hosting and Virtual Hosting for twenty-four (24) hours a day seven (7) days a week throughout the term of this Agreement. The Web Hosting service may be inaccessible or inoperable for any reason, including, without limitation: (i) equipment malfunctions; (ii) periodic maintenance procedures or repairs which SHRM may undertake from time to time; or (iii) causes beyond the control of SHRM or which are not reasonably foreseeable by SHRM, including, without limitation, interruption or failure of telecommunication or digital transmission links, hostile network attacks, network congestion or other failures. SHRM has no control of availability of Web Hosting and Virtual Hosting on a continuous our uninterrupted basis.
Help Desk Services
The following services are provided:
- Resolve issues relating to website outage
- Resolve issues relating to CMS operation malfunction
The following services are not provided:
- In-person training
- Maintenance of web site content
Methods for Requesting Assistance
Help Desk
Support Request Forms
Hours of Operation
Assistance will normally be available from 8:00 AM to 5:00 PM (EST), Monday through Friday, except when SHRM is closed due to holidays, administrative closings or inclement weather.
Responsibilities of Those Requesting Assistance
Before contacting the Helpdesk users should explore help that is readily available through the training materials provided and/or other administrators using the software for your chapter/council.
When such help has been exhausted and assistance is needed, then the users should submit a Support Request Form which will generate a support ticket.
When contacting the Help Desk the following information must be provided:
- Complete Contact Information (First & Last Name, Chapter or Council Name, Email and Phone Number)
- A clear and specific description of the problem or request, including information regarding any error messages you may have received
- Priority Level for Request-High/Medium/Low (As outlined in the chart below)
Priority Levels for Website TechnicalSupport Requests
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Priority
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Definition
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High
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Significant impact/severe service downgrade.
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Medium
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Minor impact/Most of the system is operational.
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Low
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Informative/Low Impact.
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Affiliate Obligations to SHRM
Affiliate must have provided accurate, current and complete information when requesting the creation of a new web site and must notify SHRM within five (5) business days when any of the information Affiliate provided as part of the web site creation has changed. Affiliate must respond within five (5) business days to any inquiries made by SHRM to determine the validity of information provided by Affiliate.
Web Site Content
Affiliate is solely responsible for providing, updating, uploading and maintaining Affiliate’s website and any and all files, pages, data, works, information and/or materials on, within, displayed, linked or transmitted to, from or through Affiliate’s website, including images, photographs, illustrations, graphics, audio clips, video clips and text.
Storage and Security
Affiliate is entirely responsible for maintaining the confidentiality of its password and account information.
