Pantheon at USC is a self service solution and there are many resources available for building and maintaining your site. Once your site is set up, you will have development, test, and live environments. USC ITS employs a code moves up, content moves down workflow so all editorial content should be entered in the live environment.
Support for USC Gateway Upstream Sites
USC ITS support consists of the following areas for USC Gateway Upstream sites:
- Platform
- Identify and remedy Platform, Dashboard, Dev/Test/Live workflow, and connection mode issues
- Technical
- Identifying application-level (Drupal or WordPress) versus platform-level issues
- Identifying problematic modules and plugins
- Assistance with basic caching issues
- Performance
- New Relic
- Caching
- Site Setup
- Site Launch
- Automated updates for WordPress core, Themes, and Plugins
Requests
USC ITS does manage requests for the USC Gateway Upstream. Please note that this is a request and USC ITS will determine if this request benefits everyone using the USC Gateway Upstream.
WordPress and Drupal Sites
If you have a site that is not using the USC Gateway Upstream, then support falls on your development team to maintain:
- Custom Code
- Upgrades and updates from Pantheon
- Site Launch
- Ongoing maintenance and features
- Troubleshooting
Please refer to Pantheon’s Documentation for further support.
USC Communications Theme
If you are using the USC Communications theme, please refer to your contract and contact information with your third party vendor.
Pantheon Support
Please refer to Pantheon’s scope of support covers what type of support is available for non USC Gateway Upstream sites. If your site is under the USC ITS workspace, then you will have access to Diamond Level support.