Shared Web Services

Any SWS program member can use this form to get help with a website issue, make a training request, request a new site feature, or get assistance with a content or design issue. There is no ‘support boundary’ – we are happy to help in any way that we can.

Not a member yet, but need some assistance? You can join SWS at any time of year and get immediate support. Just go ahead and submit your issue, selecting ‘Other’ as your agency, and we’ll jump in to help, as well as reaching out to you discuss SWS membership options.

Swoosh Support

Select Your Agency * Select Agency…COINSFANKBCSCKCSKFPKKIDSNCARESNCSSCSOther Select Your Agency

The Problem *

A brief name for the problem…

Priority LowMediumHighUrgent Priority

Problem Description

Please provide as full of a description of the issue as possible. If it relates to a site feature that is not working or site formatting that appears incorrect, include which browser and platform (i.e., Mac, PC, iOS, Android) you are on.

Website/URL

Please include the URL of the page or site that is having the issue. (If it is a question or request not related to a specific site, this can be omitted.)

Requested By *

Name

Email *

Additional Email

If you would like an additional person to be included in ticket correspondence and notified when the issue is resolved, please add their email address here.

Screenshot(s) or Documents

Drop a file here or click to upload Choose File

Maximum file size: 16.78MB

If you are human, leave this field blank.

Basic membership in the SWS includes the following core services:

1. On-Demand Support – Four hours of on-demand technical, content and creative support for your web and digital projects. These support hours are available on demand, and can be used as needed.
2. Weekly Safety Backups – Weekly website backups. These backups are securely stored off-site on our Canadian servers, and offer an additional ‘line of defence’ in addition to your hosting service backups. 
3. Emergency Support Service – A site being hacked or going down unexpectedly can be very damaging to an Agency. Emergency support is available to all SWS member agencies, to ensure that your site is rapidly brought back online. (The Emergency Support Pool is administered by KBCSC, and is intended as a form of insurance for any member agency encountering a broken site or other technical issue that prevents the agency from meeting its program mission or carrying out normal operations. The pool is funded by pooling any unused agency time left over at the end of the year, and is available to any SWS member needing emergency support).
4.  Bookable Office Hours – Technical, content and creative consultation is available on a weekly basis, in the form of bookable 20 minute appointments during PathWise working hours. Office hours sessions are one-on-one Zoom calls that address a specific issue or concern. Examples of typical Office Hours sessions might be a consultation and recommendations on how to handle a new feature an Agency wants to add to their site, or a quick fix of a content formatting issue by talking it through together in a Zoom screen-share. (Office hours do not draw down an Agency’s on-demand support hours – they are a separate benefit. While at times an office hours appointment may reveal the need for more intensive work, which would trigger the use of on-demand support hours, we expect that often the 20 minute sessions will be all that is needed).
5. Monthly 30 minute Lunch and Learn webinars – Topics covered include website security, accessibility, SEO, analytics, hosting your own forms and surveys, eLearning, ‘badging’ and reward systems, AI and chatbots, and other topics of interest to members. These Zoom sessions are recorded for SWS members who can’t attend.

Silver Membership adds:

1. Expanded On-Demand Support – A total of eight hours of on-demand technical, content and creative support for your web and digital projects.
   
2. Fully Managed Website Hosting – Hosting your WordPress-based site on WPCloud.ca (Canadian) infrastructure, with PathWise staff managing all backups, updates, and security on an ongoing basis. Our hosting includes:
   • Website hosting on modern fully managed secure servers in collaboration with WPCloud.ca and their 99.9% uptime guarantee. (https://wpcloud.ca/managed-wordpress-benefits/).
   • Nightly and as-needed backups to ensure that your site data is secure and restorable.
   • Weekly WordPress core and plugin updates.
   • Realtime site security and intrusion monitoring.
   • All of your data is stored within Canada, ensuring you meet Provincial and Federal data security and privacy standards.
     
3. Professional Video Hosting – SWS members have access to a dedicated professional-level Vimeo video hosting account that allows your videos to be shared in an ad-free environment and embedded in your website. 

Gold Membership adds:

1. Maximum On-Demand Support – A total of 24 hours of on-demand technical, content and creative support for your web and digital projects.
2. Grant Writing Support – PathWise Solutions will consult on, and contribute writing to, any grant proposals you undertake that include a technology or communications component. This can be particularly helpful when applying for grants that may include websites, social media campaigns, online learning, awareness and outreach, or accessibility and privacy/security components as part of the grant’s program or operational funding. This grant writing support carries no obligation that you will use us to provide the specified services if the grant application is successful. Often, a successful grant will more than cover the costs of a SWS Gold membership for your agency!
3. Annual Accessibility Audit – This annual audit service ($400 value) ensures your website remains fully compliant with BC’s WCAG 2.1 AA accessibility requirements.

In addition to the core services above, optional SWS services including web hosting for additional sites, web design and development, site migrations to new technologies, and additional web support. These services can be added on by any member agency. All are offered at a significant discount to their normal costs.

We are happy to listen to the Koop member feedback, learn about your emerging needs, and evolve and adapt the SWS program to support you in the most helpful ways possible.