 DS&A Policies and Procedures

Learn how we prioritize DS&A tickets and what response and resolution times to expect based on urgency. This guide outlines our SLA timeframes for Urgent, High, Medium, and Low priority requests.

Submitting well-formed tickets helps our team resolve issues faster and more accurately. This article outlines what makes a ticket “well-formed,” provides examples of good vs. poor submissions, and explains how incomplete tickets are handled—including delays, potential closure, and impact on service quality. Clear, complete information is essential for timely and effective support.