Skip to content
  • There are no suggestions because the search field is empty.

Dispatch Coordination

Carrier Technician Dispatch — Tier 1 Support Standard Operating Procedure

  • Document ID: SOP-T1-04
  • Version: 2.0
  • Owner: Tier 1 Support Associates
  • Approver: John Martinez — T1 Manager
  • Applies To: Tier 1 Support Associates
  • Related SOPs: SOP-T1-01 — Customer-Reported Connectivity Issues

1. Purpose

This procedure guides Tier 1 Support in coordinating with the carrier to deploy a technician, equipment, or emergency service to a specific location to resolve an ongoing issue.

2. Scope

This procedure applies once a customer requests, or a carrier suggests, an on-site technician visit to resolve an issue that could not be cleared remotely. It begins after the local point of contact (LCON) is identified and ends at ticket closure following confirmed resolution.

3. Roles & Responsibilities

  • Tier 1 Support Associate: Gathers LCON details, schedules the dispatch with the carrier, relays updates to the customer and LCON, and closes the ticket after monitoring.
  • T1 Manager: Approves this SOP.
  • Local Point of Contact (LCON): On-site contact who provides access and confirms the technician's arrival and the outcome of the visit.

4. Prerequisites

Non-Technical Prerequisites

  • Active HubSpot account with Notes access on the ticket.
  • Awareness that some sites have a standing LCON contact that must be used (see Step 1 note).

Technical Prerequisites

  • Ability to log dispatch details — date, time, time zone, ticket number, and LCON information — in HubSpot Notes.
  • Access to carrier contact channels for scheduling and follow-up.

5. Procedure

STEP 1 — Gather LCON Information

A customer may request an on-site technician visit, or the carrier may suggest one to resolve an ongoing issue. Before calling the carrier to schedule the dispatch, gather the Local Point of Contact's (LCON) name, phone number, email address, and available time.

Standing LCON — HGV Virginia site

If the LCON is Walter Walker (Local IT for the HGV Virginia site), contact him directly at 757-334-6188 and confirm his on-site availability before scheduling the dispatch.

STEP 2 — Contact the Carrier

Contact the carrier, provide the LCON information, and schedule the dispatch. Ask for the dispatch ticket number.

Record the following in the HubSpot Notes section:

  • Date and time of the dispatch, including time zone
  • Carrier dispatch ticket number
  • LCON information (name, phone, email, availability)

Send an email to the carrier confirming the dispatch is scheduled and providing the dispatch details. Copy the LCON on the email, or notify them directly by phone.

STEP 3 — Track the Dispatch and Relay Updates

Contact the carrier on the scheduled date and time of the dispatch for status updates. Relay every update to the customer, including confirmation once the technician has arrived on site.

Once the technician is on site, contact the LCON by phone to confirm.

Once the issue is resolved, update the customer. If the customer confirms the issue is resolved, inform them that Hyper Networks will proceed with 24 hours of monitoring to confirm stability, and record this in the Notes section.

If the customer does not confirm or does not respond, work the 72-, 48-, and 24-hour follow-up email sequence (available in the HubSpot template library). If there is still no response after 72 hours, send an email informing the customer that the ticket will be closed and that a new ticket should be opened for any further issue.

STEP 4 — Close the Ticket

Close the ticket in HubSpot. Fill out the closure details, including the date the ticket was closed and the Reason for Outage (RFO).

6. Escalation Criteria

  • LCON is unreachable at the scheduled dispatch time → contact the carrier to reschedule and update the customer.
  • Technician visit does not resolve the issue → return to the carrier for further investigation; do not close the ticket.
  • Customer does not respond after 72 hours of follow-up → send closure notice and close the ticket per Step 3.

7. Do's and Don'ts

Do

  • Gather the local contact's name, phone number, email address, and available time before calling the carrier to schedule the dispatch.
  • Ask the carrier for the dispatch ticket number and record it in the Notes section, along with the date, time (including time zone), and LCON information.
  • Contact the carrier on the date and time of the dispatch for updates, and pass every update to the customer, including when the technician arrives on site.

Don't

  • Don't close the ticket as soon as the customer confirms the issue is resolved. Run the 24 hours of monitoring first.
  • Don't close a non-responsive ticket before working the 72-, 48-, and 24-hour follow-ups.
  • Don't leave the local contact out of the loop — keep them updated on dispatch details and status.

8. Revision History

  • v1.1: Original knowledge-base article format. Step 3 contained garbled phrasing (“If the customer will confirm the the issue has been resolve”; “close the ticket in Hubspot fill put the detail section”).
  • v2.0: Restructured into standard SOP format and corrected the phrasing errors noted above. No procedural content changed.