SOP for Potential Trouble & Proactive Alert Tickets

Potential Trouble & Proactive Alert Tickets

Standard Operating Procedure

Version	Version 2
Purpose	Guide T1 Support in handling Potential Trouble and Proactive Outage Alert tickets received from carriers — ensuring timely ticket creation, proper deal verification, customer notification, and accurate documentation.
Task Source	Carrier Notification
Owner	Aprilyn Capunitan — T1 Support Associate
Approver	John Martinez — T1 Manager

1. Purpose & Scope

1.1 Non-Technical Overview

The purpose of this procedure is to guide Tier 1 Support Associates in handling Potential Trouble and Proactive Outage Alert notifications received from carriers. This procedure ensures our team can quickly verify affected deals, create accurate support tickets in HubSpot, notify customers proactively, and coordinate with carriers to resolve issues before they escalate into full outages.

1.2 Technical Scope

This procedure applies to all carrier-generated Potential Trouble and Proactive Outage Alert notifications. It covers deal verification using circuit ID, address, or IP information; ticket creation in HubSpot with standardized subject line formatting; Hetrix monitoring status capture and documentation; customer email outreach using approved HubSpot templates; and ticket escalation or closure based on customer response and deal eligibility criteria.

Figure 1 — End-to-end process flow for Potential Trouble & Proactive Alert tickets

2. Process Flow Diagram

STEP 1

Verify the Deal Against Carrier Ticket

Once you receive a Potential Trouble or Proactive Outage Alert ticket from the carrier, identify the corresponding deal in HubSpot using the information provided by the carrier:

Circuit ID, address, or IP information

Confirm that the deal meets both of the following criteria before proceeding:

✔ Criteria to Proceed:

1. The deal is billed under Hyper Networks.

2. The deal stage is Closed Complete.

✖ If criteria are NOT met: Close the ticket received from the carrier and add a note stating the reason it was closed and why no internal ticket was created.

✔ If criteria ARE met: Proceed to Step 2.

STEP 2

Create a Ticket in HubSpot

Create a ticket in HubSpot using the appropriate subject line format based on the type of notification received from the carrier:

For a Proactive Outage Alert:

Proactive Outage Alert - [Company Name] - [Carrier] - [Location Name or Full Address]

For a Potential Trouble Detected:

Potential Trouble Detected - [Company Name] - [Carrier] - [Location Name or Full Address]

📌 Note: If there is no location name available, use the complete address of the affected location instead.

STEP 3

Check Hetrix & Capture Circuit Status

Check if the deal is being monitored in Hetrix.

If the circuit is in Hetrix, capture a screenshot of the circuit's current status and post it in the Notes section of the HubSpot ticket you created in Step 2.

STEP 4

Send Email to the Customer

Send an email to the customer using the appropriate email template in HubSpot.

Look for:

• Potential Trouble Template

• Proactive Outage Alert Template

Use the template that matches the type of notification received from the carrier.

STEP 5

Wait for Customer Reply

After sending the email, wait for the customer's reply before taking any further action.

The customer's response will determine whether the ticket needs to be further investigated or escalated to the carrier.

STEP 6

72-Hour No-Reply Rule

If the customer has not replied after the initial email in Step 5, apply the 72-hour no-reply rule as follows:

24th Hour — Send a first follow-up email to the customer.

48th Hour — Send a second follow-up email to the customer.

72nd Hour — Inform the customer that due to no response, the ticket will be closed. Then close the ticket.

⚠ Disclaimer:

This Knowledge Base article may be revised at any time. Please ensure you are referencing the most current version.

SOP for Potential Trouble & Proactive Alert Tickets

Guide T1 Support in handling Potential Trouble and Proactive Outage Alert tickets received from carriers — ensuring timely ticket creation, proper deal verification, customer notification, and accurate documentation.