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complete service offering 
1. Description of Service
CommonWiki is provided by an Enterprise Wiki solution called Confluence. CommonWiki is primarily used as a collaboration and knowledge management tool and is not intended to be a repository for static documents or for storing source code or configuration data. This service is available to all customers
- A Service Account Manager to answer any questions or concerns regarding ITD Services.
- Services offered through our Operations Office; including Change Management and customer access to incident management via email, phone (CommonHelp)
- The online COMiT service management portal
2. Service Targets/Hours of Availability
| Service Requirement | Description |
| Service Availability | Service availability hours are 24x7 with no after- hours support. |
| Incident Management* | ITD Service Management Office has standard processes to manage incidents, requests, changes or problems. Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808. |
| Request Fulfillment | Staff will respond to service requests between 9:00 am - 5:00 pm Monday through Friday excluding holidays. Emergency requests must be opened as incidents to ensure they are acted on immediately out of normal business hours. |
| Planned Maintenance | Code-drops for updates to plugins or other configuration occurs on a bi-weekly basis on Wednesdays starting at 9:00am . Maintenance is performed on an ad-hoc basis and is scheduled through change control. Customers are notified as part of the change control process . |
*ITD Service Management Office has standard processes to managing incidents, requests, change orders and problems.
No CommonHelp support required at this time.
3. Service Reporting
Currently, there are no reports available for this service.
4. Service Requests
| COMiT Service Requests | Description | Lead Time-Business Days |
| User Account Maintenance* | Password Reset, Remove Wiki Access, Unable to login to Wiki, Add/Remove User to/from a Group | 1 Business Day |
| create New User Accounts* | Add Non-State User Account, Add a Group | 2 Business Days |
| Space Maintenance* | Add/Remove a space/from the wiki | 2 Business Days |
| General Inquires* | Additional request such as unable to access a page, permissions, "How to", etc. | 1 Business Day |
*For new service requests only. To manage existing requests, please log into COMiT.
5. Customer Responsibilities
The customer should report service unavailability or performance degradation to ITD. The customer should also notify ITD of incorrect permissions or expired user accounts.
For your convenience, you may also view a
detailed list of customer responsibilities
.
6. Chargeback Rate Information
The costs pertaining to this service offering are currently funded out of Overhead and will remain in Overhead through FY'13. No additional detail is available for review.
Updated May 25, 2012
Published August 19, 2011
Created August 31, 2011 :Information provided by the Integration Services Team.