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Service Name

Web Content Management - Maintenance and Support

Description

This service provides ongoing first level support for content changes, trouble resolution and departmental site maintenance, and assists individuals with questions regarding software usage. 

Eligibility

Faculty, staff and students (authorized by departments) are eligible for this service.

How to Request Service

Availability

The service is available during normal business hours, M-F from 8:30 am – 5:00 pm. 

Charges

There are no charges for this service.

Service Line

Learning Technology Services

Features

  • Assists users in making web content changes.
  • Provides individual software instruction.
  • Resolves functionality or performance issues (or escalates to server administrator).
  • Offers suggestions for refreshing content.

Owner

Jean Childress, IT Training and Special Events Coordinator

Pre-requisites

Faculty and staff who are designated as departmental web administrators, or students with specific authorization to manage a departmental website.

VP Customer

Vice President for University Communications

Delivery Channels

  • Personal consultations
  • Completed service requests submitted through the Service Center

Service Targets

  • Initial response to user request for consultative support within one business day – 90% or more of the time.
  • 90% or more of technical trouble requests assigned through the IT Service Center resolved, escalated or negotiated with user as a longer range project within 1 business day.
  • 95% or more positive responses from customers on related items in TechQual survey.
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