Ohio University

Service Level Agreement

Service Description

The Websites Service provides solutions to build and manage websites and content in order to facilitate the exchange of information on the internet. This Service is intended for public-facing informational content in support of official University activities.

Service Offering

The Websites Service offers the following services as part of this agreement:

  • Website Content Management System (Web CMS) for University academic and business units to build and manage their website content using a common theme and content elements. There are several service levels available to meet the needs of the website.
  • Custom Web Address (Vanity Web Addresses and Redirects) which allow website visitors to use a shorter, more friendly address or be redirected from one page to another when pages move. 
  • Static HTML Website Hosting for simple websites that do not require the Web CMS system.
  • Personal Website Hosting for faculty and staff to build websites related to their courses, research and other professional work.

This is not a comprehensive list. For more details on these service offerings, visit the OIT Service Catalog at https://www.ohio.edu/oit/services and the full Websites Service Level Agreement (PDF).

Costs

All of the Websites Service offerings are limited in scope to allow OIT to manage resources and align them with demand for the service. Each University planning unit is allocated a bank of hours per fiscal year to use for the Web CMS service. Additional hours and portions of the other service offerings may have additional costs associated.

Response and Resolution Commitments

Incidents and Service Requests should be submitted via the Service Desk and can expect a response from the web team within 1 business day for incidents and 2 business days for service requests. Critical incidents are responded to within 1 hour. Response times may be longer during non-business hours and on weekends and holidays.

Web CMS Migration from CommonSpot

OIT currently maintains two Web CMS platforms - a legacy solution known as CommonSpot and its replacement solution, known as Drupal. OIT is in the process of migrating websites from CommonSpot to Drupal. OIT will continue to maintain and support existing CommonSpot websites through June 2020 or until all sites are migrated to Drupal, whichever comes first. No new CommonSpot website or development requests will be accepted.