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Scheduled Maintenance Notifications

Carrier Scheduled Maintenance — Tier 1 Support Standard Operating Procedure

  • Document ID: SOP-T1-03
  • 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
  • Reference Ticket: HubSpot Ticket 46798204004 (sample)

1. Purpose

This procedure defines the standard Tier 1 workflow for carrier-scheduled maintenance notifications. Unlike a customer-reported ticket, this workflow starts on the carrier side — the customer typically learns about the maintenance from Hyper Networks first. The goal is to notify the affected customer and leave a complete record on both the ticket and the deal.

2. Scope

This procedure applies to all carrier maintenance notices received for circuits managed by Hyper Networks, whether the notice covers a single circuit or multiple circuits/sites.

3. Roles & Responsibilities

  • Tier 1 Support Associate: Confirms the circuit is managed, creates the ticket, notifies the customer, and records the maintenance details on both the ticket and the deal.
  • 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 locate a circuit in HubSpot/CRM using circuit ID, account number, IP address, or site address.
  • Familiarity with carrier maintenance notice formats (Lumen, Spectrum, and others) and the fields they contain.

5. What the Carrier Sends

Maintenance notices vary in format by carrier but carry the same core information. Pull the following from the notice before starting the procedure:

  • Maintenance date, start and end time, and time zone
  • Carrier maintenance or change reference number
  • Circuit ID
  • Impact type and expected duration
  • Site or work location address

6. Procedure

STEP 1 — Locate the Circuit

Use the circuit ID, account number, IP address, or site address from the carrier notice to find the circuit in HubSpot or the CRM. Confirm the site is managed by Hyper Networks and identify the customer before creating anything.

Gate condition

Do not send the notification before confirming the circuit is managed by Hyper Networks.

STEP 2 — Create the Ticket

From the Help Desk, click the plus (+) button and select Create Ticket. Use this title format:

Ticket title format

[IMPORTANT] Internet Scheduled Maintenance Notification — (Customer's Company) — (Carrier) — (Site address or site name)

Fill out the remaining fields:

  • Pipeline: T1 Ticket Pipeline
  • Ticket status: New
  • Ticket description: Scheduled Maintenance
  • Is this an Internal Ticket: No
  • Source: T1 Support
  • Ticket owner: yourself

Under Associate Ticket With, set the customer company under Companies and select it under Associate Records.

STEP 3 — Add the Customer Contact

Select “Add a contact to start your conversation” and search for the customer's email address under Add Existing.

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

STEP 4 — Send the Maintenance Notification

Click Insert, then Templates, search “scheduled,” and select the Scheduled Maintenance template. Fill it out using the details from the carrier notice.

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.

Scheduled maintenance notification template

Hello (Insert Account/Company) Team,
We are writing to inform you that (carrier) will be performing regular scheduled maintenance that may affect your internet service.
Maintenance Details: Date / Time and time zone / Carrier / Circuit ID / Network IP / Gateway IP / Location Address
We understand that reliable internet access is critical to the success of your business. Every effort will be made to minimize downtime during this maintenance.
If you have any questions or require further assistance, please email our team at support@hypernetworks.com or call us at 1-888-HYPER-11.
We appreciate your understanding and apologize for any inconvenience this may cause.
Thank you for your patience and continued trust in our services.

STEP 5 — Close the Ticket

Once the notification has been sent, set the ticket status to Closed.

RFO field

Set the Reason for Outage (RFO) field to N/A for scheduled maintenance tickets.

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 6 — Add the Deal Information Note

Add a note with the deal information so the circuit details sit on the record.

  • 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 7 — Note the Maintenance Details on the Deal

Open the associated deal and add a note with the maintenance details, so the record exists on the deal as well as the ticket. Also, include the carrier maintenance ticket number if available.

  • Date: —
  • Time: —
  • Carrier: —
  • Circuit ID: —
  • Network IP: —
  • Gateway IP: —
  • Location Address: —
  • Carrier Maintenance Ticket: —

Note: add a separate note in the ticket for the carrier maintenance ticket if available and that the maintenance is noted in the deal notes.

STEP 8 — Record the Carrier Maintenance Reference

If the notice includes a carrier maintenance or changes reference number, add it to the note and confirm it has been recorded in HubSpot.

Example: Spectrum notices carry a CRQ and TAS reference; Lumen notices carry a scheduled maintenance number.

STEP 9 — Attach the Deal to the Ticket

On the ticket, open the Deals panel and click Add. Search using the full deal name or deal title, then select it.

7. Escalation Criteria

  • Carrier sends a revised notice for the same maintenance → update the existing ticket. Do not create a second ticket.
  • Notice covers a circuit that cannot be confirmed as managed by Hyper Networks → do not send the customer notification; verify with the account team first.

8. Do's and Don'ts

Do

  • Use the exact title format so maintenance tickets stay searchable.
  • Attribute the maintenance to the carrier, not to Hyper Networks.
  • Check the circuits table on the notice — one notice can cover more than one circuit or site.

Don't

  • Don't send the notification before confirming the circuit is managed by Hyper Networks.
  • Don't change the date, window, or duration when relaying it. Pass it on as written.
  • Don't create a second ticket if the carrier sends a revised notice for the same maintenance. Update the existing one to avoid confusion.

9. Revision History

  • v1.1: Original knowledge-base article format.
  • v2.0: Restructured into standard SOP format (Purpose, Scope, Roles, Prerequisites, Procedure, Escalation Criteria, Do's/Don'ts, Revision History). No procedural content changed.
  • V2.1: Added that carrier maintenance ticket must be included in the notes on the deal and in the ticket.