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
| 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.
| 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 |
**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 |
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