1. Service Scope

Web Services provides comprehensive support for UNA.edu's digital presence through content management, technical maintenance, and strategic guidance. This document defines what falls within and outside our service boundaries to ensure clear expectations and efficient resource allocation.

What Web Services Supports

Web Services provides comprehensive support for:

• Primary UNA.edu website: Full content management, technical support, and strategic guidance
• Approved satellite sites: University-sanctioned sites hosted on UNA infrastructure with proper governance
• Content standards consultation: Guidance on accessibility, branding, and best practices for all UNA digital properties
• Initial affiliate site guidance: Limited consultation during planning phase for departmental affiliate sites (see callout below)

Core Services Provided

For supported properties, Web Services provides:

• Content publishing: Adding, editing, and removing content within approved templates
• Technical support: Troubleshooting website issues, broken links, and functionality problems
• Template management: Maintaining and updating standard page templates
• Accessibility compliance: Ensuring WCAG 2.1 Level AA standards across all content
• Platform maintenance: WordPress core updates, security patches, and performance optimization
• Training and documentation: Providing resources and guidance for content contributors
• Analytics and reporting: Monthly site performance reports and data-driven recommendations
• Standards enforcement: Monitoring and maintaining compliance with digital standards

Services Requiring Approval

The following services require prior approval from appropriate leadership (see Customization Requests):

• Custom page layouts outside standard templates
• Third-party integrations and external tools
• Custom functionality or interactive components
• Alternative navigation structures
• Non-standard design treatments

What Web Services Does Not Support

The following services are not provided by Web Services:

• Content creation: Writing copy, creating graphics, or producing media (content creation is the responsibility of requesting departments)
• Affiliate sites & third-party platforms: Ongoing management of departmental websites, third-party platforms, vendor-built sites, or non-UNA.edu domains (initial planning consultation available—see callout above)
• Social media technical support: Platform troubleshooting, account management, or advertising campaigns (contact University Communications or Enrollment Marketing)
• Custom applications: Building unique software applications or custom integrations without proper approval and resource allocation
• 24/7 emergency support: Outside business hours except for critical site outages affecting UNA.edu
• Individual department IT support: Computer troubleshooting, software installation, or network issues (contact IT Services)
• Marketing strategy: Campaign planning, market research, or advertising placement (contact Enrollment Marketing)

Planning Affiliate Sites

If your department is considering launching an affiliate site or third-party platform, carefully evaluate these factors before proceeding:

Resource Validation

• Technical expertise: Does your unit have staff with web development, content management, or platform administration skills?
• Time commitment: Is there dedicated time allocated for ongoing content updates, maintenance, and monitoring?
• Budget allocation: Have you accounted for hosting fees, domain registration, licensing costs, and potential vendor support?
• Succession planning: What happens when the site champion leaves or changes roles?

Maintenance Budgeting

Beyond initial development costs, plan for ongoing expenses:

• Annual hosting and domain renewal fees
• Platform licensing or subscription costs
• Security updates and compliance monitoring
• Vendor support contracts (if applicable)
• Content updates and seasonal refreshes
• Accessibility audits and remediation

Avoiding Common Pitfalls

• Don't promise unrealistic timelines: Website projects often take longer than expected, especially when learning new platforms
• Don't underestimate maintenance: Websites require ongoing attention, not just initial setup
• Don't skip accessibility planning: Retrofitting accessibility compliance is more expensive than building it in from the start
• Don't ignore security: Unmaintained sites become security vulnerabilities for the entire UNA network
• Don't assume "set it and forget it": All websites require regular updates, content refreshes, and monitoring

Alternative to consider: Before launching a separate site, evaluate whether your content could be effectively served through una.edu. This leverages existing infrastructure, ensures brand consistency, and reduces long-term maintenance burden.

2. Service Level Agreements (SLAs)

The following SLAs define expected response and resolution times for web-related requests. SLAs are measured during business hours (Monday-Friday, 8:00 AM - 5:00 PM CST, excluding university holidays).

Request Priority Definitions

SLA Exclusions and Adjustments

SLAs may be adjusted or extended in the following circumstances:

• Incomplete requests: Requests lacking necessary information or materials will be placed on hold until requester provides complete details
• Approval dependencies: Timeline begins after all required approvals are obtained
• Resource constraints: During peak periods (enrollment cycles, university events), lower priority requests may experience delays
• External dependencies: Issues requiring third-party vendor support or outside technical resources
• Complex customizations: Approved custom development projects follow separate project timelines
• Force majeure: Circumstances beyond reasonable control (natural disasters, system-wide outages)

3. Support Boundaries and Escalation

Primary Support Channel

All web-related requests should be submitted through the official Web Services request system:

• Email: web@una.edu
• Request portal: [System link if available]
• Phone (urgent only): [Phone number if applicable]

Escalation Path

If a request is not being addressed according to SLA expectations, follow this escalation path:

1. Web Services Manager - Initial escalation point for unresolved issues
2. EMDC Director - For unresolved departmental concerns or policy questions
3. University leadership - For strategic or cross-divisional issues requiring senior decision-making

After-Hours Emergency Protocol

For critical issues outside business hours (Priority 1 only):

• Contact University Communications emergency line
• Issues will be assessed and escalated if they meet critical criteria
• Non-critical requests will be addressed during next business day

4. Request Best Practices

Submitting Effective Requests

To ensure efficient processing and meet SLA targets, please include:

• Clear description: Specific details about what needs to be done
• Page URLs: Direct links to pages requiring updates
• Required approvals: Documentation if customization or integration is requested
• Deadline context: Explanation if time-sensitive (event dates, compliance requirements)
• Supporting materials: Images, copy, documents, or examples attached to request
• Contact information: Best method to reach you for questions or clarification

Batching Requests

For better efficiency, consider batching multiple related updates into a single request when possible. This reduces overhead and often results in faster overall completion.