How we support the Web Community

Web Support is the ability for providing users an avenue for reporting system related issues such as:

• content or data errors
• content or data not appearing correctly
• creating vanity url's
• providing feedback
• requesting system training
• user access issues
• system offline etc.

To ensure an adequate level of support is provided to users, a Service Level Agreement (SLA) provides a contract and a baseline for the timely resolution of any issue based on its priority. Please review the WebTeam's Service Level Agreement.

The Web Team has implemented ZenDesk for handling Web Support tickets. ZenDesk also provides additional reporting capabilities, task tracking and user notification.

For additional information, please contact web@newcastle.edu.au

Where can I get more information/help?

There are a number of different ways to access support and resources to assist publishers.

• User guides for publishers - contains detailed instructions for common WCMS tasks
• Submit a support request to contact the Web Team.

For more information on communication, marketing and branding, visit the Marketing and Communications Hub.

The Marketing and Communications Hub has been set up for University staff to help guide, service and support for your marketing and branding needs. The Marketing and Communications Hub contains pre-approved images, brand and logo guidelines, tools, templates and contact details for further help.