Time & Material Support Terms of Service
Revised: December 2025
Overview of Service
Digital Service provides website support on a time and material (T&M) basis when a campus unit is unable to commit to a full-service MOU agreement. As the name implies, the T&M service allows a website to be maintained in a manner that will allow for the greatest amount of uptime for the website with a low level of proactive management from Digital Service. In order to properly manage university resources, those websites relying upon T&M service will be addressed only after all MOU websites are maintained and may experience downtime or reliability issues due to that.
Required Maintenance
All campus units are obligated to ensure that websites and their technology abide by university standards for hosting and security. The following tasks will be completed on all websites without requiring prior authorization and will incur a minimum 1/2 hour charge per month:
- Content Management System (CMS) security patches and upgrades – upon notification by the CMS vendor/community of a required upgrade or patch to the core CMS system, Digital Service will apply those patches/upgrades and remediate issues that arise.
- Third party CMS theme security patches and upgrades – upon notification by the theme vendor/community of a required upgrade or patch, Digital Service will apply those patches/upgrades and remediate issues that arise.
- Plugin/module security patches and upgrades – upon notification by the plugin/module vendor/community of a new version or patch, Digital Service will apply the updates and remediate issues that arise.
- Backups – As part of the website cloud hosting service, Digital Service provides daily and other backups to hosted websites.
- Website storage – Periodically, websites require additional space for various reasons during their lifecycle. In these situations, Digital Service will add space in increments of 5GB and adjust database and storage settings to ensure that the websites do not succumb to critical errors due to running out of space. Campus units will be notified after the fact of the action(s) required and hosting charges will be adjusted based upon published rates at the time of the incident.
Optional Maintenance
- Campus units who have chosen T&M support may make requests for website changes and fixes by submitting a request to Digital Service (see Requesting Support below). In these situations, a tracking task is created in our work request system and a web developer is assigned the ticket. An estimate will be provided to the campus unit before work is started if the task is expected to exceed five (5) hours in duration. Otherwise, the work will be completed and billed as requested.
Mizzou Base Theme
When a website uses the Mizzou Base Theme to provide a look and feel that is consistent with the university’s identity and branding requirements, Digital Service will ensure that the theme and its underlying technology is kept on the most current, supported version. Digital Service will apply updates when such updates are determined to be important for security or usability considerations as with third party themes (above). In these cases, Digital Service will provide the department with an early indication of upcoming theme updates and provide an estimate of what the cost will be before proceeding to update the theme. Theme updates are pre-approved expenses for all T&M customers.
Paying for T&M Service
All campus units making use of the T&M service are required to provide Digital Service a single MoCode and the name of the account’s authorized signer. Hours are billed monthly via the Division of IT’s Deployed Services billing portal. There is a ½ hour minimum for all T&M work performed by Digital Service.
Campus units are also required to provide at least one authorized contact for the website(s) being hosted and supported by Digital Service. We require the name, email address, office and after-hours phone numbers for our records.