Frequently Asked Questions

Answers to Your Most Common Inquiries

During the initial phase of the Enterprise Web Project, many questions have been raised by Air Force Services and Team LEAP. Below, we’ve compiled the most frequently asked questions and provided detailed responses to ensure transparency and provide you with the answers you need.

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General Information

What is the Air Force Services Enterprise Web Project?

The Air Force Services Enterprise Web Project is a strategic initiative designed to develop a network of force support websites aimed at improving the digital experience for Air Force and Space Force personnel and their dependents.

What is the purpose of the project?

The primary purpose of the project is to leverage new technologies, ensure compliance with regulations such as Section 889, and improve the overall user experience across all force support websites.

What are the main phases of the project?

The project is divided into three main phases:

Phase I: Focuses on securing existing web content and ensuring compliance with Section 889 regulations.
Phase II: Involves collaboration with each Force Support Marketing team to optimize web content and enhance the end-user experience.
Phase III: Focuses on incorporating all FSS sites into a WordPress Multi-site Network.

Project Timeline & Process

How are priorities determined for building websites?

Priorities are determined based on the “Go Dark Date,” which marks the renewal date of hosting services for each website. Websites are built in batches of 4 to 5 every two weeks.

What is the purpose of the onboarding call?

The onboarding call serves as an introduction to the project, where project details are discussed, questions are answered, and the build process is explained. It also provides an opportunity to address any local practices or specific requirements of the FSS team.

How is content transferred from existing sites to the new websites?

A staging site is created, and content from the existing live site is transferred. If additional content is required, a Google Drive folder is provided for easy sharing and access.

What happens after the new website is built?

Once the new website is built, the FSS team is notified, and access to the staging site is provided for review. A punch list detailing any pending items is presented, and once those are resolved, the site is scheduled for launch.

How long does the entire process take?

The timeline varies based on factors such as the number of websites in the queue and the complexity of each site. However, the goal is to complete 4 to 5 websites every two weeks.

Support & Communication

What support is provided after the website launch?

Ongoing support is provided after the website launch to ensure smooth operations and address any questions or issues that may arise.

How can I get more information or support regarding the project?

For more information or support, you can contact the project team directly at support@leapimg.com.

Website Build Process

What is the typical timeline for building the website?

The website build typically takes 1.5 to 2 weeks, depending on complexity and content provided.

How long do we have to review the staging site?

You have 1 week to review the staging site and submit your punch list.

What should I check when reviewing the staging site?

Review for major content errors, broken links, and overall functionality.

What happens if we find content issues after launch?

Non-critical content updates can be made post-launch. You can edit yourself or send requests to the support team at support@leapimg.com.

What is a "dark date" and why is it important?

A “dark date” is when your website may go offline due to domain or hosting expiration. Ensure your domain and hosting are up-to-date.

Where does the content on the staging site come from?

Content is based on your current live website unless specified otherwise.

What are broken links in the punch list?

Links that were not working on your current live site. We’ll identify these and request correct links during the review process.

Why are some links showing as broken on the punch list?

Some links may appear broken due to military network restrictions but function properly on the base’s network.

How should we send our images and content?

Upload all necessary files to the provided Google Drive folder for organization.

Access to the Website and Training

When will I receive access to edit the website?

After launch, a training video will be provided, and access to the dashboard will be granted.

How is access granted to new team members?

New team members must be verified. We will contact the base’s Marketing POC before granting access.

Do we need to manage the content updates ourselves?

You can manage your own content or send update requests to our support team at support@leapimg.com.

Can we edit our website without submitting support tickets?

Yes, you can edit your content anytime. Support is available via the ticketing system if needed.

Where should we send requests for website updates or edits?

Send all requests to support@leapimg.com.

Is there training available for managing the site?

Yes, a training video is provided after the site launches. We’ve previously hosted live Advanced Training sessions every Thursday at 11 AM CST.

As we transition away from weekly live sessions, we’re shifting to an on-demand model with a library of instructional videos that you and your team can access anytime—designed to be more flexible, convenient, and easy to share. We’ll be launching it soon, so stay tuned for updates!

How do we handle time zones for training?

To make training accessible across all time zones, we’re moving to an on-demand model. Our upcoming video training library will be available 24/7, so you and your team can learn at your own pace—no need to worry about time zone differences.

Launching the Site and Domain Inquiry

What do you need to launch the site?

Login information for your domain registrar to point the name servers to the new hosting environment.

What’s needed from us during the website launch?

Assistance during launch, especially if your domain is registered with GoDaddy, including providing two-factor authentication codes.

Can you manage our domain and email?

Air Force Services will manage your new domain. Email services are not included by default, but if you have any questions or would like to explore your options, feel free to contact us at support@leapimg.com.

Who is responsible for renewing our domain name?

You remain responsible for managing and renewing your domain name unless you request a transfer to Air Force hosting.

What happens to our old accounts and hosting services?

New login credentials will be provided, and it’s up to your team to cancel any existing subscriptions.

Can we keep our current domain or URL?

Yes, you may keep your current domain, and the timing of the switch is your decision.

Can we use subdomains with our new website?

No, ensure the domain used does not include any subdomains.

Content Management

What plugin is used for forms like sign-ups and registrations?

A Contact Form Helper plugin is used for handling forms.

What are the editing limitations for FSS administrators?

FSS Administrators have full access to edit all content on the website. However, they cannot add, edit, or delete plugins or users. While they can view the Plugins and Users sections, they do not have management permissions in these areas.

Can we use a video in the facility header section?

Yes, you can use either a static image or a video in the facility header. However, videos should not be uploaded to the Media Library. The Air Force Services team manages an official Wistia account, and all videos used in headers must be uploaded there.

How should we share videos for the website?

Upload videos to Google Drive or a large file-sharing platform and submit a support ticket with the link and placement instructions.

Can we customize the layout of our pages?

Yes, you can edit pages and adjust layouts, ensuring consistency with approved branding and structure.

Can we customize our page slugs (URLs)?

Yes, page slugs can be customized to better match your content.

Can we incorporate advertising space on the site?

Yes, a custom-built advertising plugin is available directly on your dashboard. This tool includes tracking to monitor user engagement such as views and clicks.

Can we add forms to the website?

Yes, you can create custom forms using the Divi Contact Form Helper plugin, which is already available on your dashboard.

Can we carry over third-party tools or embedded apps?

It depends on the tool. You can add external links, embed codes, or third-party applications to your site, but any third-party service must comply with 889 requirements. Not all external tools are approved for use. Before integrating any third-party service, contact the LEAP support team at support@leapimg.com to ensure it meets all compliance standards.

Events

What calendar system is being used for events?

Events Calendar Pro is used for managing events.

Can events be categorized by type?

Yes, events can be categorized by type and displayed on specific pages based on those categories. You can also choose different view types (such as calendar, list, or grid/photos) and customize which categories to display, giving you full control over how events appear on your site.

Can we schedule multi-day or recurring events?

Yes, you can set start and end dates and recurring schedules for events.

Do we need our own Events Calendar account?

No, your website is covered under a master license managed by AF Services.

Do we need to re-input our events pre-launch?

Yes, upcoming or recurring events should be entered before the site launches.

Google Analytics

How can I track my website’s analytics?

Create a Google Analytics account and send us the tracking code for integration into your dashboard.

Who is responsible for creating the Google Analytics account?

The client is responsible for creating their own Google Analytics account.

What should we do about Google indexing issues?

Submit a support ticket with specific details to our team at support@leapimg.com so we can assist you promptly.