Skip to page content
Return to Top

Request Development

Request A Web Support Ticket

New Process: We are now using the IT Helpdesk System! Choose "Web Strategy" for request type.

Service Overview

The University Web Strategy office provides user support and problem identification to the Tarleton State University community for:

  • Web Content Management System (Cascade CMS) access and troubleshooting for the following domains:
    • www.tarleton.edu
    • faculty.tarleton.edu
    • online.tarleton.edu
  • Online calendar updates and access (LiveWhale)
  • Online form creation (Wufoo)
  • Interactive campus map updates (Campus Bird)
  • Web application (ASP-based under tarleton.edu/scripts) troubleshooting
  • Web accessibility and security evaluation and troubleshooting

Hours of Operation

Hours of operation are from 8 AM - 5 PM, Monday thru Friday. University Web Strategy will adhere to resolving tickets in the below priority timescales. Response times indicated under Service Level Targets only apply to operating business days.

Service Level Targets

Priority Level

Description

Definition

Target First  Response time

Target Solution

Escalate Level

1

Urgent

Need assistance immediately – time critical or error (I can’t do essential job functions)

4 Hours

Same Day

1 Day

2

Important

Time important, web content is highly visible (I can only do limited job functions)

4 Hours

1-5 Business Days

5 days

3

Low urgency

Timetable is far in the future (I can still work, does not affect daily productivity)

1 Day

3-6 Business Days

5 Days

4

No urgency

No urgency, no time restraints (Does not affect my daily productivity)

1 Day

7-10 Business Days

10 Days

The target solution date is applicable to tasks only when all information from you, the customer, has been obtained in the first day. If there is a delay in obtaining information from the customer, this has the potential to lengthen the target solution date. Any anticipated delays will be communicated to the customer inside the ticket notes.

If you have an urgent need that requires action sooner than 4 hours (such as a website being down or a security issue) please call our office immediately instead of creating a ticket.

Escalation Process

If the customer is not satisfied, or the target solution date has been passed, then the customer will be escalated to:

Daphne Hunt, Director of University Web Strategy
Phone: 254-968-1852
Email: djhunt@tarleton.edu

New Website/Revamp Requests

New websites or revamps: Consult with Daphne Hunt regarding timetable and options for new website builds or complete revamps.

For web applications, web software, and new website builds, outsourcing to a third-party vendor may be considered. We will recommend approved vendors depending on your specific needs. Outsourcing must follow purchasing guidelines established by the State of Texas and may be subject to the bidding process. 

Important Information for Departments regarding Tarleton websites

All department and program websites are required to comply with federal and state accessibility laws and TAMU System/Tarleton web policies. University Web Strategy will inform you of these laws and policies during the consultation as well as during the training. University Web Strategy will also continually inform you of any changes to these laws/policies that you are expected to adhere to.

If your department or program does not keep website content continually updated or does not comply with accessibility laws or web policies, then said website is subject for removal from the Tarleton web server. Please refer to Website Terms of Service.