The University of Arizona

Website Support Procedures for Drupal sites

Website Support Procedures for Drupal sites (this page as a downloadable pdf)

Support for the production version of your site, hosted on the UITS W5 server or Acquia commercial hosting

Support Category: Major problems

Examples:

  • Site is not available (whitescreen, blanket error message, just spins in browser)
  • Site has been hacked or defaced

Contact: Business Hours: Your contact at BioCom
alternate: http://medicine.arizona.edu/faculty-staff/offices/information-technology...

site hosted at UITS: 24/7 IT Support Center:

Non Business Hours Emergency Contact:
24/7 IT Support Center
626-8324 (626-Tech)
support@email.arizona.edu

Support Category: Other Problems

Examples:

  • not able to log in
  • error messages
  • unable to edit content
  • site not looking the way it should

Contact: Business Hours: Your contact at BioCom

Support Category: Content creation and editing

Examples:

  • add a new page
  • add a new menu item
  • upload images and files

Contact: Business Hours: Your contact at BioCom

Support Category: New features or functionality

Examples:

  • add a slideshow to the home page
  • create directory of faculty and staff
  • pull news stories from OPA feed
  • create a new Theme for the site

Contact: Business Hours: Your contact at BioCom

For major projects, BioCom will scope the project and provide an estimate.

If the site is hosted at UITS or Acquia, and it is appropriate to use the test or dev site for development, BioCom will use the Web Request Form to request a refresh of DEV or TEST from PROD, then proceed with development.

Support Category: Upgrade site from D6 to D7

Contact: Business Hours: Your contact at BioCom
BioCom will scope the project and provide you with an estimate.

Support Category: New website

Your new site will be built in Drupal 7, a content management system widely used on campus. It will be hosted on Acquia commercial hosting. BioCom will be responsible for patching and maintenance.

BioCom will create design flats including custom home page & landing pages. This includes the main theme, or visual design, of the site. Includes special features that appear on the home page and main landing pages. All sites are designed to be compatible with modern browsers (IE9+, Firefox 3+, and Safari 4+). Theme will be mobile-ready / adaptive.

Contact: Business Hours: Your contact at BioCom
BioCom will scope the project and provide you with an estimate.

Using the dev or test version of your site at Acquia

  • You can use the dev or test version of your site to try out new content or new features
  • To move the work to the production version of your site, simply repeat the work you did on dev or test on your prod site.