Different “tiers” of support are available in the Web Publishing Service, depending on the type of Michigan Engineering group, department or individual. Eligible groups or individuals can request a site online.
Questions about any of the services described below can be addressed by contacting a CAEN consultant.
Tier 1 – Start-up Assistance
- Website setup:
- Initial needs assessment via questionnaire, with in-person meetings as required
- Site layout and navigation recommendations
- Initial configuration of basic site settings, including URL registration, permissions, customized navigation, contact information, and creation of a logo using a Michigan Engineering template (you may alternatively supply your own logo, but it must meet theme requirements; no more than one logo can be accommodated)
- URLs are only provided by CAEN in the engin.umich.edu domain
- Google Custom Search configuration:
- Local site search
- Michigan Engineering site search
- Google Analytics reporting upon request
- Migration from another web publishing tool or service, if applicable:
- Establish a migration timeline
- Migrate content marked by participant for the move, during the established timeline
- Redirect old content to new location
Tier 1 – Ongoing Support
- Self-service website content management using Michigan Engineering web templates and widgets:
- Self-service addition/modification of content based on predefined page templates, using established service tools
- Limited support for hosting sensitive regulated data
- Administration of the hosting infrastructure:
- Server and operating system updates and maintenance
- Monitoring for up-time and performance 24/7 with staff response during normal business hours, and best effort response outside of business hours
- Disaster recovery data backups
- Core WordPress and plugin updates
- Michigan Engineering template maintenance
- Documentation and training:
- Online knowledge base customized for CAEN’s WordPress installation
- Training sessions offered periodically
- Phone and email to request support:
- Call (734) 764-CAEN (2336), or email [email protected]
- Support available during normal business hours, 8:00 a.m. to 5:00 p.m. Monday through Friday
- Email notifications and reporting:
- Notification of significant updates to the look or behavior of the publishing environment
- Notification of scheduled and unscheduled service outages
- Notification of survey opportunities to give service improvement feedback
- Semi-annual reporting of site contacts
- Semi-annual reporting of quality check results:
- Spelling errors
- Broken links
- Note: CAEN will recommend tools for additional quality checks upon request
- Opportunity to give input on service improvements:
- All feedback for improvements and/or feature additions are welcome via email to [email protected]
Tier 2 – Engineering Faculty, Labs, Centers, and Institutes
- Includes all services provided in Tier 1
- A Michigan Engineering-based theme/template
- Content Placement:
- Email [email protected]
- Typically, a 5 business day turnaround; if demand is especially heavy, this may be longer. Requests will be answered in the order received and if we cannot meet 5 business day turnaround, we will communicate this as early as possible.
- Wording placed on the website exactly as provided
- Provided graphics are resized to appear appropriately on the web site
- PowerPoint presentations converted into web page content
- Content update reminders and reporting:
- Reminder emails automatically sent (no more often than weekly) to contributors promising content
- Search Engine Optimization (SEO) self-service documentation:
- How to contact the Office of Communications & Marketing to appear on central Michigan Engineering listing
- Templates for requesting that your site be listed on other key sites
- Documentation about creating and implementing metadata
Tier 3 – Engineering Academic Departments
- Includes all services provided in Tier 1
- Assistance for critical updates when content editors are out of the office:
- For planned updates, set and check the publish date of the update
- For unplanned updates, phone and/or email support