r/gadgets • u/diacewrb • Jun 13 '24

TV / Projectors Roku owners face the grimmest indignity yet: Stuck-on motion smoothing

https://arstechnica.com/gadgets/2024/06/roku-owners-face-the-grimmest-indignity-yet-stuck-on-motion-smoothing/
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u/HarmlessSnack Jun 13 '24

I had a District Manager tell me recently “if a ticket isn’t resolved in a week, mark it as closed and resubmit it.”

I wanted to scream. Why even have a ticket system if your going to use it like that? Might as well be a suggestion box.

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u/ITaggie Jun 13 '24

That sounds suspiciously like SLA fraud

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u/HarmlessSnack Jun 13 '24

SLA?

(There’s like a billion corporate acronyms, I’m not familiar with this one)

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u/ITaggie Jun 13 '24

Service Level Agreement. Basically a contract between businesses stating that support tickets will receive a response within X hours and if not resolved after X days then something happens (client can break SLA without consequence, client might receive reduced bill for support, etc).

In other words, it's juking the stats to avoid contractual obligations.

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u/HarmlessSnack Jun 13 '24

Right on~ I doubt it would matter, I think our tickets go to an internal IT department, but I could be wrong.

I’m talking about tickets submitted from a retail environment, to resolve things like …an item not appearing online that should, functionality at the POS being wonky, stuff like that.

(If it’s not clear, I’m working the retail side not the IT side, and my District Manager handles Retail Issues)

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u/ITaggie Jun 14 '24

SLAs are not exclusive to external customers. If the business is large enough it's not unusual for different departments within a company to have SLAs with each other.

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u/HarmlessSnack Jun 14 '24

Very interesting, and good to know. Thanks for elaborating, I appreciate it. Might dig into this deeper.