Support
With The College Drupal Distribution, we are your single point of contact for all things web.
Click on the gold button in the admin menu of your site to send us a support ticket. This is the best way to get technical support for your site.
General request
New site
Migration
Weekly office hours
As of April 17, 2023
Spring semester office hours conclude on Thursday, April 27, 2023. Check back here in the future for additional support options.
Tuesday, 3 - 4 p.m.
In-person: Armstrong Hall 204 (Gus Kyriakakis' office).
Thursday, 3 - 4 p.m.
In-person: Armstrong Hall 204 (Gus Kyriakakis' office) and via Zoom with the web team on-call.
Support policies
| Service | Severity | Initial response* | Resolution timeline |
|---|---|---|---|
|
The College Drupal distribution update |
Medium | N/A, no request required | Resolved in 1-2 weeks, depending on update criticality. |
| Security vulnerability remediation (as identified by RiskSense scans) |
High | N/A, no request required |
Resolved 1-6 weeks, depending on severity. Resolution will be in line with ASU’s RiskSense remediation procedures. |
| Work with vendors to establish service or troubleshoot and solve issues on vendor platforms that impact unit sites |
Medium | 1-2 days |
Start resolution within 1-3 days. Unit notified via The College ticketing system upon issue resolution. |
| Incident support (website down, inaccessible, or unable to perform critical function) |
High | Within 4 hours |
Begin resolution same day. Update unit daily via The College ticketing system until issue is resolved. |
| Bug fixes (inconveniences and issues that do not impair a site’s critical functionality) |
Low | 2-4 days |
Best effort to resolve bugs in next scheduled distribution update, Update unit via The College ticketing system upon issue resolution. |
| Training and consultation Contact the web team via ticket for any question. |
Low | 1-3 days |
Training dates dependent upon The College web team availability. Share training or consultation via email within 1-3 days. |
*Business days/hours: Monday-Friday, 8 a.m. to 5 p.m., except ASU holidays
Exclusions
The following items are not covered under this agreement:
- Support for custom or contributed modules outside The College Drupal distribution.
- Support for custom or third-party code embedded by the unit or a vendor into a web page.
- Development of custom code or new features.
- Content support, such as assistance uploading documents, updating text on a web page or changing menu items, etc.
- Advanced configuration of Drupal components, such as building new content types or views.
Roles and access
Access to the hosting environment and codebase is limited to The College web team. Think of The College Drupal Distribution as a lease/rental agreement versus ownership. High level changes and adjustments are permitted, but administrative access and low level code changes and customizations are not. Learn more about customizing your site.