The Enterprise Content Management Services provides complete content managment for all Enterprise Agency public facing websites using DoIT’s standard agency template. Services include site migration, page design, site analytics, user administration, user training, and 24x7x365 maintenance and support.
Service Level Objective (SLO):
Enterprise Content Management has a 99.5% uptime SLO, including all planned outages and maintenance windows.
Features and Benefits:
- 24x7x365 agency access to publish content to website
- Security and monitoring of website access
- User training and support
Eligible: State Enterprise Agencies
Availability (Uptime): 99.5%
Standard Support Hours: 7:00 a.m. - 5:00 p.m Monday - Friday
Exceptions:The Service Desk is not available during State Holidays or Service Reduction Days
Response (to incident)Time: Based on priority - less than 1 hour to High priority, and less than 72 hours for Low priority.
Resolution (to incident)Time: Based on priority - less than 1 hour to High priority, and less than 72 hours for Low priority.
Maintenance Windows: Wednesdays, 7:00pm – 10:00pm, Sat/Sun 12:00am – 6:00am, 9:00pm – 12:00am as necessary.
Security – Authentication through Active Directory and Google Authentication.
Business Critical Service: Yes; Recovery Time – 4 hours
