Introduction
This article explains how to handle SLA tickets tagged with sla_ticket for Brookfield Place. Follow these steps to identify the ticket, set the correct priority, and escalate issues quickly so service levels are protected.
Why SLA tickets are important
SLA tickets require prompt attention because they are tied to service commitments and operational impact. Delays can affect screen uptime, content delivery, and customer experience. Handling these tickets correctly helps the team respond in the right order and escalate urgent issues without delay.
How to identify an SLA ticket
Look for the sla_ticket tag in the ticket. SLA tickets may also be flagged by the request details, outage reports, or content issues that affect a fixture or the hosted platform. If the ticket has the sla_ticket tag, treat it as time-sensitive and review it immediately.
Select the correct priority level
Assign the priority based on the issue type and impact. Use these exact definitions when setting priority for Brookfield Place SLA tickets:
| Priority | Definition |
|---|---|
| Urgent | Everything is broken - full site outage. Response time: 1 hour. Covers both remote service AND on-site response within 1 hour. |
| High | LED board is down. Response time: 4 hours. Covers both remote service AND on-site response within 4 hours. |
| Normal | Monolith/kiosk is down or something similar. Response time: 24 hours. Covers both remote service AND on-site response within 24 hours. |
| Low | Cosmetic type issue or touch issue. Response time: 48 hours. Covers both remote service AND on-site response within 48 hours. |
What to do when you are assigned an SLA ticket
- Open the ticket immediately and review the request details, tag, and any attached notes or screenshots.
- Confirm the issue type and match it to the correct priority definition above.
- Set the priority using the definitions above. Do not guess or use a different interpretation.
- Acknowledge the ticket and begin troubleshooting or coordination right away.
- If the issue is Urgent or High, notify the appropriate escalation contact immediately and share the key details.
- Update the ticket with clear notes on what was checked, what was found, and what happens next.
- Stay on the ticket until it is resolved, reassigned, or formally handed off to a PM or AM.
Escalation guidance
Escalate immediately when the ticket is classified as Urgent or when the issue is affecting more than one fixture, a core platform function, or a time-sensitive business operation. Include the ticket number, priority, affected location or screen, summary of the issue, and any troubleshooting already completed.
If you are unsure about the correct priority or the next action, escalate to Stephen or Edge before leaving the ticket idle.
Important reminders
- Do not leave SLA tickets unassigned.
- Do not delay priority updates once the issue is confirmed.
- Do not close the ticket until the issue is fully resolved or ownership has been transferred.
- Keep all updates concise, factual, and action-oriented.
Summary
For Brookfield Place SLA tickets, identify the sla_ticket tag, set the correct priority, act quickly, and escalate when needed. Never leave an SLA ticket unassigned, and always document the next action clearly.