Introduction
This article explains how support agents should identify, prioritize, and work SLA tickets tagged with sla_ticket. SLA tickets require prompt attention because they may affect live services, customer experience, or operational continuity.
Why SLA tickets are important
SLA tickets matter because they track issues that need a defined response time and clear ownership. Handling them correctly helps reduce downtime, protect service quality, and make sure urgent incidents are escalated without delay.
How to identify an SLA ticket
Look for the sla_ticket tag in the ticket details. SLA tickets may also appear in the queue with a higher sense of urgency, especially when the issue affects a platform, screen, player, or content delivery. You will receive an automated alert notifying you of the SLA ticket!
Priority levels
Use the following priority definitions exactly when setting or reviewing the ticket priority.
- Urgent: Global System Outage - GSL hosted platform is completely down (CMS, Xen)
- High: Fixture Outage - Single screen is down / single player down
- Normal: Fixture Error - Content issue / changing content / content error
- Low: Questions - all questions or requests that are not of urgent nature
What to do when you are assigned an SLA ticket
- Open the ticket and confirm that it has the sla_ticket tag.
- Review the issue details, affected service, and any customer impact notes.
- Set the correct priority using the definitions above.
- Acknowledge the ticket promptly and begin triage.
- Gather the minimum information needed to assess the issue, such as affected location, screen, player, content, or error details.
- If the issue matches an escalation condition, escalate immediately to a Jira and ping the correct AM / PM using the correct internal process.
- Keep the ticket updated with clear notes on actions taken, findings, and next steps.
- Work the ticket through to resolution or handoff, depending on ownership and severity.
Escalation guidance
Escalate SLA tickets immediately when the issue indicates a global outage, multiple-site impact, or any situation that cannot be resolved within your current support scope. Use Urgent for complete platform outages and High for single-screen or single-player outages. If you are unsure, escalate rather than delay.
- Include a clear summary of the issue and what has already been done.
- Add any relevant screenshots, logs, or customer context.
- Keep the ticket assigned to an owner while it is being escalated.
- Follow up until the receiving team confirms ownership.
Important reminders
- Do not leave SLA tickets unassigned.
- Always make sure an owner is assigned before moving on to the next ticket.
- Do not downgrade urgency without confirming the impact and scope.
- Update the ticket as soon as you take action or receive new information.
Summary
SLA tickets tagged sla_ticket must be identified quickly, assigned correctly, and handled without delay. Use the priority definitions above, escalate when needed, and never leave an SLA ticket unassigned.