Your guide to publishing on the University website
Web Team Service Level Agreement (SLA)
What is an SLA?
A Service level Agreement is a contract that defines the level of service that is provided from a company/department to its users for:
- Ensuring quality customer service,
- Responsiveness for resolving user issues, enquiries within a specific timeframe
- Allowance for prioritisation of requests.
The SLA is a tool that enables adequate Web support.
Supported Systems
The SLA supports the following systems:
- Squiz Matrix WCMS
- Funnelback (Search)
* Please note: Content that is displayed on the website can be sourced via multiple systems / web services. These services are not owned by the Web Team. E.g. PCMS, Job Vacancies, Alesco, Scholarships etc. Any tickets relating to incorrect content / data or pages that are not generating will rely on the Web Team to coordinate with the system owners to resolve.
Service Hours
The Web Team (Marketing and Communications) will provide web support from 9:00am – 4:00pm Monday to Friday (excluding University concession days and days when the University is closed).
Any requests for support that are received outside of the above hours will be addressed during the next period of web support (excluding urgent requests).
Contact Points
Web support will be provided through the Web Support Portal. All requests for support should be requested through the Submit a Support Request form.
Web support can also be requested by sending an email to web@newcastle.edu.au, although, requests sent through this medium may experience slower response times.
Triage Process
When a request for web support is received, the Web Team will assign a priority and will be forwarded to a relevant team member for further action.
Request Priority
When a request for web support is received, the Web Team will review and assign a priority. A listing of each priority and its meaning are below:
| Priority Level | Target Resolution Time | Description | Example |
|---|---|---|---|
| Low | 11 - 15 Business Days | Web publishing assistance such as general enquiries and how-to etc. |
Additional information can be found on the General Knowledge base. |
| Normal | 3-10 Business Days | Issues that have a minimal effect on The University of Newcastle's website and reputation. |
Additional information can be found on the General Knowledge base. |
| High | 1-2 Business Days | Errors or issue that impact The University of Newcastle's website and reputation. |
|
| Urgent | Up to 1 Business Day | Widespread errors affecting the website and is detrimental to The University of Newcastle's reputation. The Web Team will action immediately and aim to resolve in 1 business day. |
|
Disclaimer
The Request Priority table is for general guidance only. All Resolution times provided are Target resolution times. Times may increase during high volume periods. Please submit all requests through the the Web Support Portal or web@newcastle.edu.au. Do not message members of the Web Team individually. Submitted tickets are prioritised and triaged accordingly.
The SLA is for requests submitted through the Web Support Portal or web@newcastle.edu.au only.
The University of Newcastle acknowledges the traditional custodians of the lands within our footprint areas: Awabakal, Darkinjung, Biripai, Worimi, Wonnarua, and Eora Nations. We also pay respect to the wisdom of our Elders past and present.