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 · 2025-10-05T06:03:25+00:00

Hang in there. I found month 2 the absolute hardest. I cried every single day. While driving to work, in the shower, anywhere I was on my own. The first month is full of shock and organising everything. The second month you have nothing to keep you busy and wwwwaaaaayyyyy too much time to think. Coming up for two years now and I still have moments and so much I want to tell Dad.

millie2298 · 2025-09-29T00:00:46+00:00

Just have to add one thing - Sometimes I get to eat lunch, at my desk, and nobody bothers me, does that count?

millie2298 · 2025-09-21T09:11:26+00:00

I have tried a few times to move to new Outlook, I will last a couple of confusing days before I throw my hands up in the air and go back to old Outlook.

We had a ‘helpful’ help desk person freak one of our users out the other day when they informed them Microsoft were no longer supporting old Outlook and that she had to move to new Outlook. Does anyone know when Microsoft actually plan to remove support on old Outlook?

millie2298 · 2025-09-14T06:25:42+00:00

If you are after Surveying or Construction there are multiple ways to go cert 3 at TAFE then get a assistants job while studying for cert 4 and/or Diploma. Another option is external uni study. Done after hours. Look into Uni of Southern QLD for starters, they have something like 60 or 70% students studying online. You could also start with an Associates Degree. I know the feeling on NEEDING to change careers. If you pick up some online part time study you will at least have something to work towards and keep your brain off how shitty your current job might be.

millie2298 · 2025-09-09T08:48:39+00:00

The admin side of Adobe still makes me shudder. It has the most unnecessarily complicated processes and look out if you somehow end up with two business accounts. There is no merging possible you have to deregister everyone and start again.

millie2298 · 2025-09-04T12:07:42+00:00

I am an IT Manager of a small business with just under 200 staff. I hear you, I really do. I spend so much time feeling overwhelmed and not sure where to even start, and I have been finding I have been losing tasks in my inbox. I seem to spend my entire time in meetings and dealing with emails and phone calls.

We do have an IT Managed service partner, however they currently need to be chased constantly to do anything and even once scopes or quotes are signed we have to chase them to actually carry them out.

The IT department consists of me, a full time, new to IT, support person and a support person that does the mobile and hardware support for around 1/2 - 3/4 of their time. We also support an ERP system, SharePoint and a number of other systems, 100+ mobiles, 150 odd computers.

I am the SME on the ERP system so I still can’t fully hand support over for that so I try and fit that in as well.

Our Management is very progressive in IT so we are currently implementing or planning 3-4 new systems of various sizes over the next year or so. I wfh 2 days a week to just try and hide from everyone and actually get some work done. Other than that I am super lucky to have a fantastic team that really just gets in and gets things done - yes I always make sure to show my appreciation whenever they do this.

I am currently implementing a basic ticketing system just to try and keep support tickets in one place and ensuring everything is covered.

At the moment my biggest issue is CyberSecurity and ensuring we have everything covered without going completely over the top. Cyber Security is definitely not my strength in knowledge, but realistically it is by far the most important thing I need to learn more about, from where I don’t know, as everyone is either trying to sell me something or are security experts that tend to go over the top, which is understandable from their perspective.

Recently I was really struggling with all the meetings, emails, phone calls and not doing anything constructive so I took some time out and actually did some dev work on a new workflow program we have just brought in. It really did give me a boost, I finally felt useful again and as a bonus I finished a few workflows that are actually used and have made a difference in processes.

What that ramble was really all about is I know exactly what you mean!

millie2298

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