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Cornell University

Support Requests and Billing

This article applies to: Static Web Hosting

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Support Requests: May be subject to billing.

After completion of all start-up activities, requests for support sent to or incurred as part of an upgrade may be subject to billing. Charges also apply if unusually complicated requirements were identified during initial discussions. For details about what services are included and how to get help with services that are not included, see the Support page.

Basic Support

When you set up a web site or application using a CIT hosted environment,  you manage your content and data (including applications, functionality, design, etc.). The web services team manages and maintains the server hardware, the operating system software, security patches and updates to these utility applications. Specifically, the web services team does the following:

  • Set up your machine.
    • 1 CPU
    • 2 GB memory 
    • 1 GB disk space
  • Create user accounts. (To allow you to log on to the machine and add content.)
  • Perform DNS configuration set up and modifications for both new sites and site transitions.
  • Share best practices for website configuration files, such as .htaccess. (You're responsible for managing these files.)

Report a Problem

When you report a problem, include your website address/url and as much information regarding the issue or change as possible.

  • Routine: Send e-mail to
  • Urgent: Send e-mail to Use "Urgent:" as the first word of the Subject line.
  • After 6 PM weekdays and all day weekends and holidays: Follow procedure for Urgent (see above) then call the IT Service Desk at (607) 255-5500, press 0, and ask to speak to the web services on-call. The on-call person will call you back as soon as possible.


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