The ticketing system operates as a centralized hub for issuing, prioritizing and tracking digital marketing requests. These requests are broken down into two types: operational vs. project. Service Length Agreements are only applicable to operational tickets. Please see the below chart for ticket response and resolution times (SLAs).
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**email SLA's DO NOT include time to pull data
**email SLA's include 1 rounds of copy changes, anything past that is considered out of scope, will reset the SLA and incur a cost of $50/hr.
| Acknowledgement Time | Resolution | |
|---|---|---|
| New one-time email (within template) | 1 business day | 3-5 business days |
| Resend of previous email (duplicate) | 1 business day | 2 business days |
| Resend of previous recurring email (newsletter) | 1 business day | 5 business days |
| Email Campaign 3-5 Emails | 1 business day | 10 business days |
| Email Campaign 6-10 Email | 1 business day | 15 business days |
| Email Campaign 11+ Emails | 1 business day | 20 business days |
| New one-time custom email template | 1 business day | 25 business days |
| New recurring email (new design) | 1 business day | Approval Required |
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**If multiple posts are requested in the same ticket Nicolette will schedule and attach the schedule after set up
**Nicolette will put in tickets from requests made directly by stakeholders in the name of the appropriate IMM and cc the requesting stakeholder.
**Tickets scheduled in advanced will be put on hold until the post goes up. There will be a notification in closing the ticket that the post went up. If the ticket has multiple posts in it there will be a notification in the ticket as each one goes live.
***Analytics - New tracking requests may take up to two weeks to have enough data to report.
| Social | Acknowledgement | Resolution |
|---|---|---|
| Ticket Assigned | 1 business day | 4 business hours |
| Confirmation of date content will be displayed | 1 business day | 6 business hours |
| Confirmation for Facebook, Twitter, Instagram | 1 business day | 2 business days |
Takeovers | 1 business day | 3 weeks |
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