Kwantlen Website

IET provides support for the Kwantlen Polytechnic University public website.  Maintenance of website content is overseen by the Marketing and Communications department with content providers in various departments providing and maintaining content for their department.  Maintenance of the servers and supporting software is the responsibility of IET.  The Kwantlen website (www.kwantlen.ca) is a mission critical system which runs on three platforms across four servers to ensure minimal downtime.  

IET also provides support to individuals creating and maintaining content in conjunction with Marketing and Communications.  Installation of approved editing software is provided by IET upon authorized request.  Training and general support of web content creation software in relation to the Kwantlen Website and ancillary pages is provided by Marketing and Communications.  IET staff provides troubleshooting or technical support as appropriate.

The Kwantlen website is supported by a Content Management System (CMS) which is used by Marketing and Communications and progressively deployed for use by selected departments to create and maintain website contents.  Pages not currently managed using the CMS are managed either as straight HTML or as an extension of Domino databases which can be edited from within Lotus Notes.  

Eligibility

The Kwantlen Website is accessible via the internet by the general public.

Website content management is available to employees based on authorization from the Marketing and Communications department.

IET Responsibilities

• Perform all Server Administration tasks related to the servers upon which this service relies.
• Perform all Disk Management tasks related to the servers upon which this service relies.
• Perform all Back-up and Recovery service tasks related to the server upon which this service runs.
• Perform all Network Administration tasks related to the servers upon which this service relies.
• Perform all Application Development and Maintenance tasks related to this service to ensure the application is operating in an optimal state and continues to meet business requirements.
• Grant or revoke access to Content Management based on authorization from Marketing and Communication.
• Assist in limited Content Management training in conjunction with Marketing and Communication.
• Record related inquiries and assign each a unique tracking number.
• Assign all inquiries a service priority.

Customer Responsibilities

• Report any problems or requests relating to this service to the IET service desk 
  
  by web: IET Self Service
  by email: ServiceDesk@kwantlen.ca
  by phone: 604-599-2116 option 3
  
  
• Ensure that the username & password information is kept private.
• Become familiar with how to correctly use this service.
• Review and track the status of submitted requests by logging into the IET Self Service.
• Arrange funding for any specialized software requests.

Support Hours

07:30 – 20:00 weekdays excluding university holidays
Online support materials available 24 x 7

IET Regular Weekly Downtime Window. 

The downtime window is 5pm Saturday to 10am Sunday, the period of time during the week when usage of the Kwantlen systems and network resources are at the lowest.  IET will aim to schedule most minor system changes during the window thereby minimizing disruptions.  The window will be superceded if critical Kwantlen activities (e.g. web registration deadline) occur at the same time. IET will notify the Kwantlen community of all downtimes through the NoticeBoard.