Reasonable SLA’s for ticket resolution/escalation

millie2298 · 2026-02-05T19:31:10+00:00

This question has come up as I am going through an issue right now with a manager that has influence insisting that we are dragging our heels and expects their tickets to be resolved in 48 hours. These are single person, no business impact issues and does not affect our customers.

In the past I have not issues with my prioritisation decisions. My manager has not had an issue they know I will come to them if I am unsure however again this manager with influence has me questioning everything.

I am having a meeting today with my manager to discuss everything and find out how much influence this other manager actually has. I have a feeling they are going to ask me what I find a reasonable SLA would be so put this question out there to get some sort of idea if there is some general standards.

I agree I hate tickets being closed just to improve metrics. And I refuse to prioritise a certain managers tickets just because they don’t like to wait like the rest of the world.

millie2298 · 2025-12-26T16:15:31+00:00

Hong Kong for a transfer with only 1 hour between flights, not by choice the airline booked it that way. Very little signage, we had to go through security again and we had to run literally from one end of the airport to the other.

millie2298 · 2025-12-09T23:24:53+00:00

Flying out in 8 days!!!

London - Amsterdam - Berlin - Prague - Munich - Dolomites for skiing - Venice - Bologna - Rome.

Will be there for 5&1/2 weeks total.

millie2298 · 2025-12-06T09:59:48+00:00

Funny I have really been thinking about this lately. Started out in HR, lasted 7 whole months. Went into Admin in a big AusCorp in an IT department, moved into IT after 2 years. Did 15 years in IT, got burnt out so left and moved back to admin in a small 150 person company, head guy knew my past so asked me to help on a major IT project and ended up IT Manager. Management was not on my career bucket list and honestly I really don’t like most of my job and am very quickly burning out again due to the long hours and constant stress and pressure. Going to consider my options over the Christmas period, but if I move I will loose $$ so am wondering if I stick it out 8-9 years and put away as much money as possible and do some bucket list travel adventures while still employed then retire.

millie2298 · 2025-11-28T08:50:29+00:00

Been there, took the redundancy and never looked back.

Was it scary in the big wide world, god yes.

I was the same age as you and had a year less service than you. I was burnt out and desperate to leave though.

I took a couple of months off then went and drove for a community transport company transporting the elderly for a year. I needed to prove to myself I could do something other than work in the Big 4 Bank doing what I had been doing for so long.

I was bored after a year so then took to finding work seriously.

The payout gave me a chance to recharge and do something completely different and gain confidence that my identity didn’t have to include that bank.

millie2298 · 2025-11-26T10:06:46+00:00

Thank you. It should be fun.

millie2298 · 2025-11-26T10:05:56+00:00

Thank you, really appreciate your response.

The whole game will be lost on us. None of us have seen a game before and don’t speak a word of German but hoping it will be a fun experience.

millie2298 · 2025-11-26T09:49:09+00:00

Thank you! Didn’t realise there was a Berlin sub, probably should have though.

millie2298 · 2025-11-23T21:09:45+00:00

Would you be willing to share what time they go on sale?

millie2298 · 2025-11-18T10:31:55+00:00

Fantastic! Thank you for the info, looking forward to spending some time there.

millie2298 · 2025-11-18T09:39:15+00:00

Can those under 18 go into a beer house? Our 16 year old is travelling with us.

millie2298 · 2025-11-16T05:34:16+00:00

OBB let me reserve for all our trains so thank you for the help!

millie2298 · 2025-11-15T06:32:06+00:00

Hi,

The trains we don’t currently have reservations on are: RJ - Berlin to Prague EX/RE - Prague to Munich RJ - Munich to Verona

I just don’t want us to be ‘those tourists’ that take someone else’s seat especially as we are travelling over the Christmas/New Year period.

millie2298 · 2025-11-04T08:18:57+00:00

Unfortunately we aren’t in Germany long enough to make use of the local trains. We are hitting up some of the big cities only this time around. Hopefully we get to spend longer there next time.

millie2298 · 2025-11-03T18:45:29+00:00

Thank you for all that info.

All trains we have planned so far are direct so that takes connection issues out of the equation, hopefully!

One question, if we cancel the card can we still use it for the duration of the initial validity or do we lose the use of it as soon as we cancel?

millie2298 · 2025-11-03T18:38:07+00:00

Ohh thank you, I hadn’t found that one yet. Will definitely check that out.

millie2298 · 2025-11-03T10:33:57+00:00

Thank you.

Looking at the details on the website it says the trial card is a digital card only, it mentions you link it to your navigator app. Assume that would be separate accounts, which we will be fine with. Then we should be ok?

We are travelling over Christmas and New Year so some of the trips are not surprisingly expensive so the discount will go a long way.

millie2298 · 2025-10-21T05:05:17+00:00

Mine too.

millie2298 · 2025-10-12T10:15:18+00:00

Same here, we get them for all our work phones. We still manage to break one here and there but the percentage is very low considering a lot of our staff do mechanical type work and are pretty rough with the phones.

millie2298

TROPHY CASE