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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.  View the workflow.


Service Length Agreements:

*If major changes occur outside of the ticket scope, the SLA resolution time will restart
**
exceptions to SLA times include date, time and location changes or for compliance updates


WebsiteAcknowledgement TimeResolution
fairfield.edu (T4) update4 business hours3 business days
New Template: fairfield.edu (T4) page4 business hours3-5 business days
Google Form (excel output)4 business hours5 business days
New Landing Page within template4 business hours3-5 business days
New Landing Page (new template)4 business hours10-14 business days
Landing Page Update4 business hours3 business days
2 day SLA for content approvals via digital4 business hours2 business days
Homepage Update4 business hours2 business day
Vanity URL4 business hours1 business day


**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 2 rounds of copy changes, anything past that is considered out of scope and will reset the SLA.

EmailAcknowledgement TimeResolution
New one-time email (within template)4 business hours3 business days
New one-time email (custom design)4 business hours5 business days
Resend of previous email (duplicate)4 business hours2 business days
New recurring email (new design)4 business hours7-10 business days
Resend of previous recurring email (newsletter)4 business hours5 business days



Request CategoryAcknowledgement TimeResolution
New Project 4 business hours TBD by Digital Marketing
ThinkSpace Post 4 business hours2 business days
Press Release 4 business hours1 business days

Document Upload

 4 business hours2 business days
Analytics 4 business hours1-3 business days


**If multiple posts are requested in the same ticket Eric will schedule and attach the schedule after set up
**Eric 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 Assigned 4 business hours4 business hours
Confirmation of date content will be displayed 6 business hours6 business hours
Confirmation for Facebook, Twitter, Instagram 6 business hours2 business days

Takeovers

 4 business hours3 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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