Support arrangements
The CMS & Web Platform Service will close for the festive season from 22 December 2025 to 2 January 2026 inclusive. Specific support arrangements for live Fresco and Mosaic sites will apply over this period.
Platform
Support for the Site Factory and Cloud platforms, on which Fresco and Oxford Mosaic are respectively hosted, will continue to be provided by Acquia on a 24x7 basis, with longer response times to support issues in effect on 25-28 December and 1-2 January.
Software
Support for critical issues and security updates ONLY will be provided by the CMS & Web Platform team between 22 December and 2 January inclusive.
Issues on live websites can be reported as follows:
- Fresco: sign into the self-service catalogue and submit an Issue or Question form
- Mosaic: submit a Report an Issue form or email oxfordmosaic@it.ox.ac.uk
Skeleton staff are working 22-23 December and 2 January; at other times a response will be supplied on a best-efforts basis.
High level monitoring for issues will be undertaken over the Christmas/New Year period and will be dealt with if critical and depending on ease of resolution:
- If an issue is simple/low risk to resolve, a fix will be implemented
- If not, a site may be taken offline where this provides protection from a serious security breach, and the issue resolved on return to work in the New Year
- Otherwise, a specific approach will be identified by team members on a case-by-case basis in light of the risk, impacts and effort required
- Issues relating to the affected platform will be reported to Acquia
Non-critical issues will be investigated on return to work from 5 January.
Functional support
No user support for site and content editing will be available during the period from 22 December to 2 January inclusive. Full support will resume from 5 January.
Change 'Chill' period
From 15 December 2025 to 5 January 2026 inclusive, IT Services is implementing a general Change 'Chill', to limit changes to IT systems to essential changes only. The Fresco and Oxford Mosaic platforms are accordingly operating this approach in order to maximise platform stability over the holiday period.
The CMS & Web Platform Team wish you a restful and restorative Christmas and New Year.
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Photo of reindeer in snow cc www.pexels.com by Annika Thierfeld