Central Web Support (Services)

Base Level Services: 
  • General Web and Drupal Site provisioning
  • 1st and 2nd Level Support for Academic, Administrative, Faculty, etc.
  • Module recommendation and installation
  • Security and module updates
  • Consulting services on Drupal functionality and site building tasks
  • Operation of primary web farm (administration, backup, and disaster recovery)
Service Level: 

Availability: 99.0%, 24x7, excluding planned downtime, calculated monthly.  Maintenance window which is identified as 10:00p Saturday to 2:00a Sunday

Service Request Response:

Service Request Response Design and Assessment
Routine Request 8 business hours 5 business days

 Incident Response:

Severity Response Resolution
Critical Incident - one or more site is unavailable 1 hour 8 hours
Routine Incident - isolated to a single site, not affecting service availability. 4 business hours 24 business hours
Services Not Included: 

Website development and design.

Customers Served: 
Service Type: