Digital Marketing
- James Timmeny
- Leanne Scorcia
- Robert Bove
Service Length Agreements:
*Major ticket scope changes or late cancellations may result in an SLA restart and/or incur a cost of $50/hr.
**exceptions to SLA times include date, time and location changes or for compliance updates
Website | Acknowledgement Time | Resolution |
|---|---|---|
fairfield.edu (Cascade) Web Approval | 1 business day | 1-2 business days |
fairfield.edu (Cascade) Web Update | 1 business day | 3-5 business days |
Landing Page Update | 1 business day | 3-5 business days |
New Landing Page within template | 1 business day | 3-5 business days |
New Landing Page (new template) | 1 business day | 10-14 business days |
Google Form (creation/output) | 1 business day | 2-3 business days |
Homepage Update | 1 business day | 2-3 business days |
Vanity URL | 1 business day | 1-2 business days |
**for more detailed information on this process visit the Data Requests from Advancement page
Data Request Ticket | Description | Resolution |
|---|---|---|
Approval | Janet will give approval through the ticket (jcanepa@fairfield.edu) | 2 business days |
Data Pull | Once an approval is sent, the data will be pulled | 7 business days |
Data Pull + Email | Above 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. If need be, please remind IMMs to potentially remind partners about the scope and timeline of “Round 1” and beyond. A generic response has been compiled that can be sent to IMMs in the case of push-back. Please see below.
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 |
Request Category | Acknowledgement Time | Resolution |
|---|---|---|
New Web Project | 1 business day | TBD by Digital Marketing |
ThinkSpace Post | 1 business day | 2 business days |
Press Release | 1 business day | 1 business days |
Document Upload | 1 business day | 2 business days |
Analytics | 1 business day | 1-3 business days |
***Analytics - New tracking requests may take up to two weeks to have enough data to report.
Generic Response Regarding SLAs/Rounds of Edits
“All edits should be combined and condensed by partners if they'd like to avoid SLA charges. The reason Digital implemented the SLA policy is to avoid 3+ rounds of back-and-forth between Digital/IMMs and partners on what should've been approved copy. Partners are not supposed to submit copy to Marketing unless it is approved and considered final. The SLA policy is intended to protect Digital and the IMMs — and to streamline the process so that we don't get bogged down and can get emails out as quickly and smoothly as possible. Partners should always be made aware of potential overages/charges so that they may make the decision to accept the charge or not. Digital will not implement edits without the partner’s approval and acceptance of the charges, otherwise the partner will need to pay the charge, regardless.”
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 request