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
|fairfield.edu (T4) update||4 business hours||3 business days|
|New Template: fairfield.edu (T4) page||4 business hours||3-5 business days|
|Google Form (excel output)||4 business hours||5 business days|
|New Landing Page within template||4 business hours||3-5 business days|
|New Landing Page (new template)||4 business hours||10-14 business days|
|Landing Page Update||4 business hours||3 business days|
|2 day SLA for content approvals via digital||4 business hours||2 business days|
|Homepage Update||4 business hours||2 business day|
|Vanity URL||4 business hours||1 business day|
**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 (firstname.lastname@example.org)||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 2 rounds of copy changes, anything past that is considered out of scope and will reset the SLA.
|New one-time email (within template)||4 business hours||3 business days|
|New one-time email (custom design)||4 business hours||5 business days|
|Resend of previous email (duplicate)||4 business hours||2 business days|
|New recurring email (new design)||4 business hours||7-10 business days|
|Resend of previous recurring email (newsletter)||4 business hours||5 business days|
|Request Category||Acknowledgement Time||Resolution|
|New Project||4 business hours||TBD by Digital Marketing|
|ThinkSpace Post||4 business hours||2 business days|
|Press Release||4 business hours||1 business days|
|4 business hours||2 business days|
|Analytics||4 business hours||1-3 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.
|Ticket Assigned||4 business hours||4 business hours|
|Confirmation of date content will be displayed||6 business hours||6 business hours|
|Confirmation for Facebook, Twitter, Instagram||6 business hours||2 business days|
|4 business hours||3 weeks|
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