Website Support

Web Support Framework

Reporting Issues and Submitting Requests/Projects

Tier 1

Issues and Requests that can be easily addressed with further explanation and/or additional training, where the tools necessary already exist in the CMS.

These issues should be reported to communications@mica.edu. Someone from Strategic Communications will respond with an acknowledgement of receipt of the submission within 0-2 business days.

Actions

The team member will take one of the following actions:

  • Respond via email with simple instructions
  • Share the relevant resource to help the end user
  • Schedule a date and time to review and resolve the issue in person
  • Schedule refresher or specific-area training, if warranted

Tier 2

Issues that need more technical intervention than can be provided by in-house web staff.

These issues should be reported directly to langelloz@mica.edu. A member of the Strategic Communications team will respond with an acknowledgement of receipt of the submission within 2-3 business days.

Actions

The team member will:

  • Record the issue in the website issues tracking system
  • When necessary, request more information from the end user
  • Resolve the issue and communicate the resolution
  • Escalate to our web developer, if necessary

Tier 3

Concerns that need to be discussed further to determine the scope of the issues/requests and how best to find a solution within the current IA.

These issues/requests should be reported directly to the team via communications@mica.edu. A member of the team will respond with an acknowledgement of receipt of the submission within 0-3 business days.

Actions

The team member will:

  • Record the issue/request in the website issues tracking system
  • Share the issue/request with any relevant content manager in strategic communication
  • Communicate with the end user an estimated timeline for internal conversation/decision
  • Work directly with the end user, when appropriate, to implement the change/solution
  • Independently implement the solution/change in the CMS for the end user
  • Communicate the resolution to the end user

The Strategic Communications team will also:

  • Liaise with TSS, when necessary

Tier 4

Components that will need external/vendor expertise that might need more time and funding.

These issues/requests should be reported directly to the team at communications@mica.edu. Someone will respond with an acknowledgement of receipt of the submission within 0-3 business days.

Actions

The team member will:

  • Escalate the issue to the vice president of Strategic Communications
  • Communicate timelines and expectations to the end user
  • Communicate updates to the end user
  • Communicate a resolution to the end user

The vice president will:

  • Engage with other systems owners (e.g. TSS, HR, etc.), when necessary
  • Liaise with the vendor(s)
  • Communicate timelines, expectations, updates, and resolutions to the team member
  • Communicate with the CMS User Community, faculty, staff, students, etc. when necessary
  • Add the issue/request to the Known Issues log, when appropriate
  • Communicate the issue with members of the President’s Council, when necessary
  • Procure funding, when necessary
  • Intervene with vendors, when necessary

Tier 5

Larger, more complex program components that need more discussion, time and funding.

These issues/requests should be reported directly to Strategic Communications via communications@mica.edu. A member of the Strategic Communications team will respond with an acknowledgement of receipt of the submission within 0-3 business days.

Actions

The team member will:

  • Escalate the issue to the director of vice president of Strategic Communications
  • Communicate timelines and expectations to the end user
  • Communicate updates to the end user
  • Communicate a resolution to the end user

The vice president will:

  • Engage with other systems owners (e.g. TSS, HR, etc.), when necessary
  • Liaise with the vendor(s)
  • Communicate timelines, expectations, updates, and resolutions
  • Manage any internal research and discovery activities with support of team members, as necessary
  • Gather and manage business requirements, as necessary
  • Work with the vendor on a day-to-day basis
  • Add the project to the Change Orders log
  • Communicate the issue to members of the President’s Council, when necessary
  • Procure funding, when necessary
  • Intervene with vendors, when necessary
  • Sponsor the project, when necessary
  • Engage President’s Council-level stakeholders