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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Operational Tickets: Tasks that are easily defined and do not fall under more than one of the 'Request Categories'. |
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*If major changes occur outside of the ticket scope, the SLA resolution time will restart and incur a cost of $50/hr.
**exceptions to SLA times include date, time and location changes or for compliance updates
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**for more detailed information on this process visit the Data Requests from Advancement page
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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.
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Approval Required
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Document Upload
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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.
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Takeovers
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Digital Marketing assigns a priority to every ticket request that is initiated. A prioritization model is used to ensure a consistent approach to defining the sequence in which an item needs to be resolved and to drive the assignment of resources.
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for each area of Marketing & Communications.
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