Guidance to help understand what is included in the UCSC WordPress service including responsibilities, eligibility, support, maintenance and pricing.
Website owners are responsible for all of their website content, and content updates on their websites.
1. General Overview
This UCSC service level agreement (SLA) defines the level of service the campus community can expect from Information Technology Services (ITS). This document specifically defines:
- The UCSC WordPress service description
- The general levels of response, availability, and maintenance
- Roles and responsibilities of ITS as a provider of these services
- Roles and responsibilities of the camps partners receiving these services
- Deviations from the standard processes documented in the ITS and Campus Service Level Agreement.
2. Service description
2.1 Service scope overview
Purpose: UCSC WordPress is a content management system that facilitates the creation of University websites using the UCSC WordPress theme.
- What’s included
- What’s not included
2.2 Eligibility
Who can use the UCSC WordPress service
- UCSC’s main website, academic and administrative divisions, departments, labs, programs, colleges, and units.
2.3 Changes and termination of tools or services
Websites with security vulnerabilities or inappropriate content will be taken offline.
2.4 Service Level Performance
Performance, infrastructure security (websites are scanned daily), and service metrics are managed through CampusPress, with a provided status dashboard.
2.5 Roles
Information Technology Services roles and responsibilities in support of this Agreement.
Campus partner roles and responsibilities in support of this Agreement.
2.6 Outsourcing your website work
If you outsource the website design or development with a supplier, including theme customizations outside of the enterprise UCSC WordPress theme and UCSC-built custom plugins, initial and ongoing costs for any/all customizations, support for customizations, staffing, information security, maintenance, and functionality outside of the standard UCSC WordPress service are the sole responsibility of the department/division that manages and/or owns the website.
- All websites, digital resources, and information technology hosted, developed, or provided by third parties must meet standards as defined in UCSC Web Standards.
- Guide: Outsourcing your web redesign
3. Requesting Service & Support
See the ITS and Campus SLA for standard methods of contacting ITS for service.
- Accounts:
- All user accounts must be a UCSC CruzID using the Gold password.
- Website administrators can create new accounts and assign user roles as needed.
- New website requests and website launches are requested through SlugHub.
- Help and support:
- Related to the use of WordPress is available via CampusPress
- Related to the UCSC theme and any custom blocks can be requested through SlugHub.
- Additional training, labs, guidance, and support are available at websites.ucsc.edu.
4. Hours of Coverage and Response Times
When contacting CampusPress, help, and support are available via CampusPress as needed, 24 hours a day/7 days a week.
When contacting UCSC via SlugHub, expect the main Campus/ITS SLA response times.
5. Maintenance and Service Changes
Web Services abide by the standard maintenance and service change process whenever possible. See the ITS and Campus Service Level Agreement for additional details.
- Web Service maintenance window: Tuesdays from 7 PM to 9 PM and Thursdays from 5 PM to 7 PM.
- Changes are listed on the ITS Maintenance Calendar.
6. Pricing
The UCSC WordPress service comes at no cost to campus partners and is funded through the Information User funding model.
Costs related to theme customizations outside of the enterprise UCSC WordPress theme and custom plugins, including support for customizations, staffing, information security, maintenance, and functionality outside of the standard UCSC WordPress service are the responsibility of the department/division that manages and/or owns the website.