Web Governance

This agreement covers the service level for the provision and support of the website services provided by the Drexel University Marketing & Communications (UMAC). This agreement remains valid until revised and will be reviewed at least annually by the Service Owner.

The website 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 and marketing.

The SLA supports the following systems:

• Sitecore CMS (7.5)
• Sitecore CMS (9.1)
• Active Data X Calendar System (Events Calendar)

Sitecore CMS

The Sitecore content management system (CMS) provides an easy-to-use interface that allows users to author, administer, and manage web pages without requiring the user to have extensive knowledge of web markup and programming languages.

All Drexel University academic and administrative units, including colleges and schools, are required to use Sitecore for the development of new sites and redevelopment of existing sites. (See Marketing, Advertising and Promotional Materials Policy)

Active Data X Calendar

Active Data X is the online events calendar for Drexel University. Only events that are organized by, sponsored by or co-sponsored by Drexel University entities (i.e. departments, centers, colleges and/ or officially sanctioned student organizations) are publicized on the University Events Calendar. Drexel does not accept event submissions from outside organizations that are not affiliated with or supported by Drexel University. University Marketing & Communications reserves the right to reject events hosted by a non-Drexel affiliated organization that may include participation by members of the Drexel community.

Included Services

• Website support, such as bug fixes and access changes for the duration of this agreement.
• Training and support in use of the University’s CMS (Sitecore).
• Training and support in use of the University’s events calendar (Active Data X).

Standard Website Services

• New websites and website additions of any size or scope utilizing the Sitecore CMS and standard design templates and/or branding.
• Planning and coordination for the project.
• Creating the shell website layout based on an information architecture (IA) approved by University Marketing & Communications.
• Performing design, build, and accessibility quality assurance reviews of sites and pages prior to deployment.
• Training for content authors and publishers on a regular, recurring schedule.
• Requesting/removing access through IT for content authors and publishers.
• Establishing redirects in support of site launches and where approved, marketing campaigns.
• Indexing of site to collect, parse and store key information to facilitate searching of web pages and documents using the standard Drexel.edu search solution.
• Embedding of Google Analytics code on the website.
• Minor Enhancements and support of existing websites
• Application or removal of Standard Content Types (See Identity Guidelines)
• Identifying and troubleshooting bugs and problems.
• Design support and recommendations as team resources allow.

Events Calendar Services

• Training for events authors and administrators on a regular, recurring schedule.
• Requesting access through IT for event authors and administrators
• Requesting the addition through IT of event categories/sub-categories.

This service is available to faculty and staff. Sitecore websites must be sponsored by a permanent school, college or administrative unit with a designated Website Owner who agrees to take responsibility for the content maintenance and oversight of that website. This service is not available for course materials, personal use – such as a personal portfolio of work or research laboratory website – or a personal website. This service is not available to students or student organizations.

Service	Information/Action Required from Client	Estimated Response Time
New Website Request	Review Request Procedure and Evaluation Criteria	3 business days from when the request is received.
New Site Kickoff Meeting	Review Client Responsibilities under Project Planning	Within 1 week of approved request (schedules permitting)
New Sitemap Change Review	Sitemap document detailing proposed sitemap or sitemap changes.	3-5 business days from when complete sitemap is received. (Dependent on site size and complexity)
Creation of Shell Site	New site request, project kick-off meeting and approved sitemap complete.	1 week from sitemap approval confirmation.
Final Site Review	Client content freeze 2 weeks prior to scheduled site launch	1 week prior to launch
Sitecore Training Registration	Registration confirmed by Designated Website Owner	Registration requests – within 3 days after confirmation received
Sitecore Account Creation	Confirmation of Registration by Designated Website Owner	3–5 business days after training

Customer responsibilities and/or requirements in support of this Agreement include:

• Creating, updating and posting of website content.
• Responsibility for monitoring and updating site as needed.
• For new site/redesign projects: Allocating sufficient time to collaborate and continuously engage with University Marketing & Communications through the entire website project.
• Designating Website Owner(s)
• Notification of users who should no longer have access to the site
• Adherence to Drexel policies, processes and procedures regarding use of electronic data.
• Adherence to brand and identity guidelines.
• Adherence to WCAG 2.1 AA Accessibility guidelines. (Or latest accepted equivalent).
• Compliance with recommendations and guidelines issued by University Marketing &  Communications

Designated Website Owner

Unit leadership must designate one Website Owner for each website who can authorize the addition of content authors and publishers and serve as a point of contact for all web site related communication. Units are responsible to inform UMAC of changes to the Website Owners.

Website Inactivity and Deactivation

Websites that are not updated for a period of two years will be deactivated and removed from publication. Notice will be given to the site owner at least 90 days in advance of the deactivation. Site owners may request an exception to the deactivation.

Project Inactivity and Deactivation

If at any time during a website project there is no response from a Customer for 30 days, the service request or project will be closed and marked as abandoned. Any work that has been done by UMAC on Sitecore may be removed. If the Customer wishes to re-open the project, it will be placed at the end of the prioritization queue.

Websites created with the Sitecore CMS platform will be supported in the current desktop and mobile versions of the following web browsers:

• Google Chrome
• Microsoft Edge (Windows 10)
• Apple Safari (MacOS/iOS)
• Mozilla Firefox

The Sitecore CMS editor will be supported in the current desktop versions of the following web browsers:

• Sitecore 7.5: Firefox and Chrome
• Sitecore 9.1: TBD

While other browsers and versions of the supported browsers may work, UMAC does not guarantee all functionality will be useable in non-supported browsers.

The Drexel Web Team (University Marketing & Communications) will provide web support from 8am – 5pm Monday to Friday (excluding 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.

Sitecore Regular Maintenance Window: Tuesdays 5pm –7pm*

*This window may be extended as needed for major updates such as site launches. If the maintenance window times change for any reason this will be communicated through the Sitecore user listserv and university communicators Slack channel.

Most Sitecore users are automatically added to the Sitecore user listserv. If you need to be added or removed please contact websupport@drexel.edu.

To make a service request or report a problem, customers must create a ticket in the UMAC help ticket system. The following methods can be used for creating a ticket:

1. Send an email to websupport@drexel.edu.
2. Call 215.895.0202

How We Communicate with Customers

Depending on the request we use the following methods:

• Teamwork support ticket platform
• Phone for urgent incidents (as necessary)
• Email
• Slack (Drexel UMAC Workspace)