Priority service escalation
Use this when a customer reports an issue on a critical service, a priority customer, an emergency-service environment or any other high-consequence service. Do not try to resolve these automatically.
How to recognise a priority case
- The service is flagged Critical or Emergency in the service record.
- The customer is on the priority customer list.
- The customer says the service supports emergency call handling, dispatch, health or safety systems.
Steps
- Tell the customer you are transferring them now to the priority network operations team.
- Collect only the minimum: customer name, callback number, service ID and a one-line description of the problem.
- Do not run the standard triage checklist and do not ask the customer to power cycle equipment.
- Transfer immediately to the Priority NOC queue with the information collected and the conversation transcript.
- Trigger the priority notification so the duty manager is alerted.
- Record the routing decision and the reason in the audit trail.
Never
- Never give restoration advice or an estimated time.
- Never delay the transfer to complete other checks.