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Potential Trouble Notifications

Carrier Potential Trouble Alerts — Tier 1 Support Standard Operating Procedure

  • Document ID: SOP-T1-05
  • Version: 2.0
  • Owner: Tier 1 Support Associates
  • Approver: John Martinez — T1 Manager
  • Applies To: Tier 1 Support Associates
  • Related SOPs: Customer Contacts SOP
    SOP-T1-01 — Customer-Reported Connectivity Issues

1. Purpose

This procedure guides Tier 1 associates in alerting customers and the organization to an impending risk, hazard, or service disruption before it escalates into a confirmed outage.

2. Scope

This procedure applies when Tier 1 receives a carrier potential-trouble notification — via email, HubSpot, or Hetrix — indicating an early-warning signal on a service that Hyper Networks manages, before the customer has reported an issue.

3. Roles & Responsibilities

  • Tier 1 Support Associate: Creates the ticket, notifies the customer with troubleshooting steps, escalates to the carrier if needed, and manages the ticket through closure.
  • T1 Manager: Approves this SOP.
  • CC Distribution: Jarred Morgan and Ryan Dowd on every notification email; Mick Campbell additionally for HGV customers only.

4. Prerequisites

Non-Technical Prerequisites

  • Active HubSpot account with ticket creation, association, and template access.
  • Access to the Customer Contacts SOP for identifying the correct contact when unsure.

Technical Prerequisites

  • Ability to merge duplicate tickets created from multiple carrier notifications for the same event.
  • Ability to associate a deal to a ticket using the deal name or deal link.

5. Procedure

STEP 1 — Receive the Carrier Notification

Tier 1 receives a notification — via email, HubSpot, or Hetrix — that a potential trouble condition has been detected on a service Hyper Networks manages.

Create a ticket in HubSpot by clicking the plus (+) icon at the top of the page and selecting Ticket from the dropdown.

STEP 2 — Create the Ticket

Use the following format for the ticket name and description:

Ticket naming format

Potential Trouble Detected — Customer Name — Carrier — Address

Fill out the remaining fields:

  • Is this an Internal Ticket: No
  • Source: T1 Support
  • Create Date: today's date

Click Create.

STEP 3 — Associate the Customer Contact

You will be prompted to send an email. Select “Add a contact to start your conversation,” search for the customer's email address under Add Existing, then click Save.

Required CC on the notification email

Always CC: Jarred Morgan (jarred.morgan@hypernetworks.com), Ryan Dowd (ryan.dowd@hypernetworks.com)
CC Mick Campbell (mick.campbell@hypernetworks.com) only when the customer is an HGV account.

If you are unsure which contact to use, check HubSpot records, previous tickets, or the Customer Contacts SOP.

STEP 4 — Send the Notification

Click Insert, then Templates, and search “Potential.” Fill out the template using the details from the carrier notice, then send.

Potential trouble notification template

Hi (Customer Name) Team,
A potential issue has been detected on your service, which may indicate a problem with your connection.
The details are as follows: Carrier / Circuit ID / Network IP / Gateway IP / Location
Before we escalate this to the carrier, please try the following troubleshooting steps, as they resolve most issues: verify that your local equipment and the building have power; check that all cabling connections to your local equipment are secure; restart (power cycle) your local equipment.
If the issue persists, please reply to this email so we can open a ticket with the carrier for further investigation. If the issue has already been resolved, please let us know so we can proceed with closing this ticket.
Thank you, Best Regards,

Fill out the following fields in HubSpot:

  • Reason for Opening Ticket
  • Date and Time Opening Ticket with Carrier (based on the first email sent)
  • Resolution Time (based on the first email sent or when the ticket is closed)

STEP 5 — Log the Deal Information

In the Notes section, add the deal information, then click Create Note.

  • Deal: —
  • Deal Link: —
  • Address: —
  • Site Name: —
  • Circuit ID: —
  • MAC Address: —
  • Network IP: —
  • Gateway: —
  • Subnet: —
  • Carrier Account #: —
  • Carrier & No.: —
  • Security PIN: —

Fields with no available data may be set to N/A or omitted.

STEP 6 — Associate the Deal

Open the deal in a separate tab and copy the deal name. Return to the ticket, click the ticket name, then click +Add. Paste the deal name in the search field, select it, click Next, then Save.

STEP 7 — Merge Duplicate Notifications

If the carrier sends a separate notification for the same event, merge it into the original ticket instead of working two tickets.

Click the ticket name, click Action, then select Merge. In the “Select a record” section, choose the correct duplicate ticket, then click Merge.

STEP 8 — Contact the Carrier

Contact the carrier by phone or email to inquire about the reason for disruption and relay every update to the customer by email.

Record the carrier ticket number in the Notes section.

STEP 9 — Confirm Resolution

If the customer confirms the circuit is up or online, proceed with 24 hours of monitoring to confirm service stability, and inform the customer by email that monitoring is underway.

If the customer is still experiencing issues, call the carrier for further investigation and possible dispatch.

STEP 10 — Close the Ticket

If the carrier finds no issue and only requested confirmation, and the customer does not respond, monitor the circuit for 72 hours and work the 72-, 48-, and 24-hour no-response templates (available in the HubSpot template library).

If the customer does not respond within 72 hours, send the ticket closure email and close the ticket.

6. Escalation Criteria

  • Customer confirms ongoing issues after troubleshooting → escalate to the carrier for further investigation and possible dispatch.
  • Carrier sends a duplicate or follow-up notification for the same event → merge into the original ticket rather than working separately.

7. Do's and Don'ts

Do

  • Use the exact title format for the ticket name and description: Potential Trouble Detected — Customer Name — Carrier — Address.
  • Copy Jarred Morgan and Ryan Dowd on the notification email, and Mick Campbell only for HGV customers.
  • Give the customer the three troubleshooting steps first: confirm power to the equipment and building, check that cabling is secure, and power-cycle the local equipment.
  • Ask the carrier for a ticket number and record it in the Notes section.
  • Pass every update the carrier provides on to the customer by email.

Don't

  • Don't escalate to the carrier before the customer has tried the troubleshooting steps or confirmed they are experiencing issues.
  • Don't mark the ticket as internal — potential trouble notifications go to the customer, so the internal ticket field is set to No.
  • Don't close the ticket as soon as the customer confirms the circuit is up. Run the 24 hours of monitoring first and tell the customer by email.
  • Don't close a non-responsive ticket before 72 hours. Work the 72-, 48-, and 24-hour follow-ups first.

8. Revision History

  • v1.1: Original knowledge-base article format. Step 10 contained a grammatical error (“If the carrier founds no issues”) and Step 3 contained garbled phrasing about the Mick Campbell CC rule.
  • v2.0: Restructured into standard SOP format and corrected the phrasing errors noted above. No procedural content changed.