Interactive Services

Service Initiation

Interactive Services Director Joshua S. Freeman (212 854 2083)

Support

Service Support Contact:

Issues with content management system or website hosting resolved within 4 hours. websupport@columbia.edu

8:00 am – 6:00 pm

Service Targets:

24/7 website and content management system access.

24/7 and on site support for project Go-Live and major enhancements/upgrades


1	4 hours
2	1 day
3	As prioritized

** Note: Priority 3 items are prioritized across all users and assigned delivery dates

Priority definitions

Priority can be deduced using a combination of Urgency and Impact. For reference, the definitions of these terms are as follows:

Impact:a measure of the business criticality of an Incident, often equal to the extent to which an incident leads to degradation of agreed service levels. Impact is often measured by the number of people or systems affected.

Urgency:the necessary speed of solving an incident of a certain impact. A high-impact incident does not, by default, have to be solved immediately.

Priority:is expected effort. This is denoted by a number value, and is determined through assessing a combination of impact and urgency.

The matrix below describes the framework for determining priority.

PRIORITY
		Impact
		Impact
		High	Medium	Low
Urgency	High	1	1	2
	Medium	2	2	3
	Low	2	3	3

Service Contact:

Josh Freeman

CUIT Executive Owner:

Patti Lee, Technology Business Servces

Service Description

Design, development and maintenance interactive websites and web-applications – including Information Architecture, Web Design and building sites using a content management system.

Status:

Active

Details

Design, development and maintenance interactive websites and web-applications – including Information Architecture, Web Design and building sites using a content management system. We provide and/or coordinate Search Engine Optimization services; streaming media services and search engine services. Finally, we provide IT security review services for websites and web-based applications including e-commerce sites.

Standard Service Features

Website design, web strategy consulting, web-editing training

Standard Costs:

Standard one time project cost and annual recurring hosting/server maintenance costs. Projects are estimated based on $85/hr. for services rendered, plus 25% project management and 15% contingency. Website hosting is $125/quarter.

Service Eligibility

Columbia affiliate

Prerequisites

None