Service Terms - Website Maintenance and Support

Enterprise Technology will provide annual website maintenance and support for websites as mutually agreed between both parties entering into the Service Partnership Agreement (SPA). Maintenance and support plans vary based on size and complexity of websites supported and are invoiced by the full or partial (prorated) fiscal year, as determined by start date.

The nature of work to be completed may include the following: 

• Consultation for site functionality, hosting, and maintenance needs. 

   

• Provide vulnerability remediation.
• Additional development support as agreed.
• Meetings as agreed.

Maintenance for newly launched websites may be added to this agreement mid-cycle if the following conditions are met: 

1. Enterprise Technology has completed a developer review of the website(s) considered for support.
2. Enterprise Technology has confirmed that it can support the website(s) based on current code base, architecture, and staffing availability. 

Websites reviewed and approved for support under an SPA will be documented. And if additional hours are needed for support, the SPA will undergo a cost review to ensure costs are aligned appropriately with the level of anticipated effort for future support. 

ASU-approved vendors may be hired to complete development work on supported websites with the condition that they comply with all applicable ASU standards, best practices, and guidelines.

Vendor-added website customization may impact annual maintenance effort and cost. Thus, continued maintenance for websites with vendor-completed work must meet the following conditions: 

1. Enterprise Technology has completed a developer review of the supported website's vendor work.
2. Enterprise Technology has confirmed that it can continue to support the website(s) and vendor work based on current code base, architecture, and staffing availability. 

If the above conditions are met, then the website(s) will see continued maintenance under the SPA. And if additional hours are needed for support, the SPA will need to undergo a cost review to ensure costs are aligned appropriately with the level of anticipated effort for future support.

Learn more:

• ASU Approved Vendors

• Using approved ASU vendors and preferred suppliers

To maintain a balanced work life, our developers will work the following hours and days:  8:00 AM to 5:00 PM, Monday to Friday except for Arizona State University recognized holidays. Alternate hours of coverage may be requested in advance and scheduled on a case-by-case basis, subject to staffing availability. 

The customer will be responsible for adhering to the following standards and procedures: 

Through the implementation of data-driven web guidelines and standards, the university deploys highly effective strategies for information architecture, design, web analytics, search engine optimization and security. 

Your sites must be built in compliance with ASU web standards. 

It is the customer and/or website owner's responsibility to ensure continued compliance is met. 

Web accessibility means making your website and its contents accessible to everyone, regardless of their abilities or the device they are using. Webspark is built with accessibility in mind.  

It is the customer's and/or website owner's responsibility to ensure that all website content conforms with level AA of Web Content Accessibility Guidelines. 

• Responsibilities and resources are available at ASU IT Accessibility.
• Learn more about Writing Accessible Content.
• Learn more about Video Captioning Guidelines. 

• To ensure that your pages are accessible to persons with disabilities you can perform an ASU Web Accessibility Audit. 

   

Acquia hosting is not included and invoiced separately from this agreement, unless otherwise specified. For more information please visit 

• Hosting Services

• Acquia Hosting Plans and Pricing

• Acquia Service Level Agreement (SLA)

   

Acquia-hosted websites are not suited to collect/store highly sensitive information.

• Learn more about ASU IT Standards.

   

It is the website owner's responsibility to ensure continued compliance is met. Please work with the ASU Cybersecurity team if you have questions. 

Website vulnerabilities must be addressed to ensure a strong security posture at Arizona State University. 

Website owners and stewards are responsible for the following: 

• Collaborating with ASU Cybersecurity to gain access and training to applicable tools that will facilitate learning and understanding within their department. Learn more at Get Protected IT Vulnerabilities.

• Requesting vulnerability scanning via Get Protected Web App Scanning and specifying what environments (DEV, TEST, LIVE) shall be scanned, and risk acceptance.

   

For more information visit the ASU IT Standards.

The customer's and/or website steward/owner is the content expert of their websites and must adhere to the current university policies for content. 

The customer and/or website steward/owner is responsible for content management, information/site architecture and compliance with best practices and standards as outlined by ASU’s Marketing Hub's Web Standards and Guidelines. 

Siteimprove is available to the university community to identify issues such as broken links, misspelled words and SEO concerns.

Work requests must be emailed to the SPA project board. This will automatically generate a ticket in the Web Services work queue. Tasks in the work queue are scheduled per developer availability in 2-week sprint cycles on a first-come-first-served basis.

Enterprise Technology will work with the customer to ensure that sign off and approval occurs for development deliverables. 

The customer and/or website owner is responsible for reviewing and testing completed development work to ensure that deliverables look and function per expectations and scope. Written sign-off will be required.