What customer support is available and when?

Open Lab


Every Thursday from 9:30 a.m. until 3:00 p.m. the Digital Team in PR and Marcomm opens their suite up for drop in support.  This is located at 1 Park Place, Suite 424.  This is a good time to get that face to face time to figure out how to present new content, or review analytics.  It can get busy and you may actually work with one of your peers on a similar problem.  This is a great time to get out of the office and focus on creating a great online experience for your visitors.

Content Development Support

Content development support ranges for copy writing, information architecture, art design, user experience planning, website performance and tracking analysis, content migration support and more.  With so many  talented resources available to partner with you from several different units we thought it best to showcase their services on the Communication Toolkit website:

http://commkit.gsu.edu

Here you can find resources for you to use, guidelines to follow to get the most out of your project or even a help tab on every page to ask us for something we don't have on the site.  Each content support service featured on the Communication Toolkit has different abilities, availability, and possibly fees.  As you engage with each service they will provide the options and expectations for your project.

Hosting Support

The WordPress multi-site network is supported by several key organizations both internal and external of Georgia State University.  The sites are hosted externally and are monitored 24x7 by the provider for system availability.  The "Cloud Sites" system status dashboard provided by the hosting service can be found here:

https://status.rackspace.com

The Georgia State University Helpdesk and Data Center have 24 hour access to contact our hosting provider.  Should an outage occur they will follow the information provided on the dashboard and reach out to the live technical support provided around the clock by the service provider.  If you have additional questions during an outage your can contact the help desk for information.

WordPress Application Support

The WordPress multi-site network runs on the WordPress application.  This is supported by both internal and external developers.  The application is backed up nightly and is also maintained in accordance to the WordPress hardening best practices found here:

http://codex.wordpress.org/Hardening_WordPress

Should you want to report a bug or have questions about the WordPress application please submit them to either:

help@gsu.edu

or

on the help tab found at http://commkit.gsu.edu

Outside of an emergency outage we provide initial responses to questions by the close of the next business day.

Developer Support

If you are a developer and would like to add a plugin to the WordPress multi-site network please contact us at help@gsu.edu and we will be more than happy to connect you with our team and provide access to our git for you to create a local development environment.  Developers should be prepared to support their own git environment and running a local/hosted copy of apache in order to build and test custom plugins. 

If you would like assistance with custom development our team will be happy to connect you with our external application partners who can provide a quote for services.

  

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