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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).

Two Types of Tickets

Operational Tickets: Tasks that are easily defined and do not fall under more than one of the 'Request Categories'.
Project Tickets: Larger scale requests that contain 3 or more deliverables each requiring a separate ticket. /wiki/spaces/DM/pages/31294619


Service Length Agreements:

*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


WebsiteAcknowledgement TimeResolution
fairfield.edu (Cascade) Web Approval1 business day1-2 business days
fairfield.edu (Cascade) Web Update1 business day3-5 business days
Landing Page Update1 business day3-5 business days
New Landing Page within template1 business day3-5 business days
New Landing Page (new template)1 business day10-14 business days



Google Form (creation/output)1 business day2-3 business days
Homepage Update1 business day2-3 business days
Vanity URL1 business day1-2 business days


**for more detailed information on this process visit the Data Requests from Advancement page

Data Request TicketDescriptionResolution
ApprovalJanet will give approval through the ticket (jcanepa@fairfield.edu)2 business days
Data PullOnce an approval is sent, the data will be pulled7 business days
Data Pull + EmailAbove SLA's included.  Email copy must be added no later than 3 days prior to the send date; if not added in time the send date will be pushed back one day for every day late.10 business days


**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.

EmailAcknowledgement TimeResolution
New one-time email (within template)1 business day3-5 business days
Resend of previous email (duplicate)1 business day2 business days
Resend of previous recurring email (newsletter)1 business day5 business days
Email Campaign 3-5 Emails1 business day10 business days
Email Campaign 6-10 Email1 business day15 business days
Email Campaign 11+ Emails1 business day20 business days
New one-time custom email template1 business day25 business days
New recurring email (new design)1 business day

Approval Required

Request CategoryAcknowledgement TimeResolution
New Web Project1 business dayTBD by Digital Marketing
ThinkSpace Post1 business day2 business days
Press Release1 business day1 business days

Document Upload

1 business day2 business days
Analytics1 business day1-3 business days


**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.

 SocialAcknowledgementResolution
Ticket Assigned1 business day4 business hours
Confirmation of date content will be displayed1 business day6 business hours
Confirmation for Facebook, Twitter, Instagram1 business day2 business days

Takeovers

1 business day3 weeks


Ticket Prioritization

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.

  • Urgent – Must be substantiated under issue information with a brief description
  • High – time sensitive, revenue generating or high audience reach
  • Medium – (default priority used) will be completed within the standard SLA resolution timeframe
  • Low – Non-time sensitive requests



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