🎯 Ticket Priority & SLA Guidelines¶
This guide explains how to correctly set ticket priority on the Marathon ServiceDesk and what SLAs apply.
Priority Definitions & SLA Targets¶
| Priority | Description | First Response | Target Resolution |
|---|---|---|---|
| Critical | System outage, data breach, complete work stoppage | 30 minutes | 4 hours |
| High | Major feature broken, significant work impact | 2 hours | 1 business day |
| Medium | Partial functionality affected, workaround available | 4 hours | 3 business days |
| Low | Minor issue, cosmetic, or improvement request | 1 business day | 7 business days |
Business hours
SLA times are measured Mon–Fri, 08:00–18:00 (Asia/Yangon).
BI examples¶
| Scenario | Priority |
|---|---|
| Daily ETL failed → exec dashboard stale | Critical |
| KPI/attendance report not published by Mon 2pm | High |
| One BU's master-data snapshot incorrect | Medium |
| New dashboard colour request | Low |
How to Choose the Right Priority¶
Critical — only when: entire system down · multiple users fully blocked · active security incident · data loss/corruption occurring.
High — when: key function broken, no workaround · deadline-sensitive task blocked · single user completely unable to work.
Medium — when: workaround exists but inconvenient · partial functionality available · delays but not stoppage.
Low — when: minor inconvenience · feature request / improvement · no urgency.
Escalation Process¶
If no response within the SLA window:
- Add a comment to the ticket noting the delay.
- Contact your line manager or department head.
- The department head may escalate to the IT Director (BI matters: BI Lead).
Notes for Agents¶
- Update ticket status promptly when work begins.
- If resolution will be delayed, add a comment explaining why.
- Close tickets only after confirming resolution with the reporter.
Related: IT AUP · Epic 5 Runbook · Forms