You will need to do two things:

• Checking and making sure they (the reporter) are aware of the SLAs

  • Example:

    • Affiliate ticket: My lead gen – List Level signups in ThoughtSpot for yesterday look low

    • First step towards resolution: Looking at SLA documentation, the data refreshes once a day at 12pm BUT only shows data thru 12pm (EST) the previous day, so not all the signups from yesterday will be reflected in the report. Do you still have concerns?

      • If yes, get more details and send over

      • If no, ticket can be resolved

Open

• Checking worksheet last reload times

  • Make sure the last updated timestamp is within the posted SLA. If not, escalate to D&A with that feedback – that the worksheet reload is past SLA so they can triage faster

  • IMPORTANT: Should use this in conjunction with SLA documentation. Just because the worksheet has been reloaded does not mean that all the data is up to date. A good example of this is the Lead Gen worksheets. Even when they reload, a lot of the data is only reporting through a certain time the previous day/two days ago

Open

In the event that we are past SLA you may escalate the ticket to D&A to notify them that data sets are behind. This should only be escalated if we have breached SLA.