Web Service Level Agreement

Group: Infrastructure
Team: Web/Collaborative Service
Service Type: New Installation of Contribute
Effective Date: 10.01.2008
Version: 1.0

  1. This service level agreement is for users that have never used Contribute and require access to the Contribute Web content management.
    1. A request must be submitted via email to List Serve: (rwjweb@lists.umdnj.edu) or through a Heat Ticket including the following:User’s Core account username (e.g. – janedoe)
    2. Provide the URL to the RWJMS site that the user needs access to
    3. Provide access level (note: only authorized personnel may submit request)
  2. After receiving a completed (1a,b, c) request, a Heat Ticket will be generated. Within 24hrs, user will be contacted to set up appointment for installation.
  3. At time of installation, the will be provided instructions on how to receive Contribute training and online video training resources.

 

Group: Infrastructure
Team: Web/Collaborative Service
Service Type: Re-Installation of Contribute
Effective Date: 10.01.2008
Version: 1.0

This service level agreement is for those users that already have access to the Contribute Web content management system but need Contribute re-installed or installed on another computer.

  1. Submit a completed (location of new computer, site, etc.) Heat Ticket. Within 24hrs, user will be contacted to set up appointment for installation.

 

Group: Infrastructure
Team: Web/Collaborative Service
Service Type: Banner Image Request
Effective Date: 10.01.2008
Version: 1.0

Image specifications have a significant impact over the quality a user experiences when visiting a web site; therefore, all images are subject to W3C Web standards. In order to have an image added/edited please do the following:

  1. A Banner image request should be submitted via email to List Serve: (rwjweb@lists.umdnj.edu)
  2. Within 24hrs, user will be contacted to coordinate banner discussion and receipt of image.
  3. Upon receipt of image, the approved change will take up to three working days.

 

Group: Infrastructure
Team: Web/Collaborative Service
Service Type: Update Flash Banner
Effective Date: 10.01.2008
Version: 1.0

Image specifications have a significant impact over the quality a user experiences when visiting a web site; therefore, all images are subject to W3C Web standards. In order to have a flash element added/edited please do the following:

  1. A flash element request should be submitted via email to List Serve: (rwjweb@lists.umdnj.edu)
  2. Within 24hrs, user will be contacted to coordinate flash element discussion and receipt of requisite media.
  3. Upon receipt of requisite media, the approved change will take up to five working days.

 

Group: Infrastructure
Team: Web/Collaborative Service
Service Type: Update Current Flash Banner
Effective Date: 10.01.2008
Version: 1.0


This service level agreement is for users that request an additional menu/navigation item.

  1. A request must be submitted via email to List Serve: (rwjweb@lists.umdnj.edu) including the following:
  2. Name of new menu/navigation item
  3. The location of the new menu/navigation item and the URL within the RWJMS site. For example: “I would like to add a link under the “Academics” section, underneath the subsection, “Forms.” It should be titled “Meetings.” The URL to the page is: http://RArwjms03.umdnj.edu/education/current_students/index.html
  4. A temporary page will be created with the requested navigation change within 3 days. After the page has been approval it will be integrated throughout the production site at a scheduled down time (temporary loss of Contribute functionality).

 

Group: Infrastructure
Team: Web/Collaborative Service
Service Type: Menu Navigation Change
Effective Date: 10.01.2008
Version: 1.0

 

This service level agreement is for users that request an additional menu/navigation item.

  1. A request must be submitted via email to List Serve: (rwjweb@lists.umdnj.edu) including the following:
  2. Name of new menu/navigation item
  3. The location of the new menu/navigation item and the URL within the RWJMS site. For example: “I would like to add a link under the “Academics” section, underneath the subsection, “Forms.” It should be titled “Meetings.” The URL to the page is: http://RArwjms03.umdnj.edu/education/current_students/index.html
  4. A temporary page will be created with the requested navigation change within 3 days. After the page has been approval it will be integrated throughout the production site at a scheduled down time (temporary loss of Contribute functionality).