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SOP-T1-11: Proactive Alert Notification Handling

Carrier-Confirmed Outage Alerts — Tier 1 Support Standard Operating Procedure

Document ID: SOP-T1-11

Version: 2.1

Owner: Tier 1 Support Associates

Approver: John Martinez — T1 Manager

Applies To: Tier 1 Support Associates

Related SOPs: SOP-T1-05 — Potential Trouble Notifications SOP-T1-07 — Handling Notification Tickets SOP-T1-09 — Merge Duplicate Tickets in HubSpot Customer Contacts SOP

1. Purpose

This procedure guides Tier 1 Support in handling Proactive Outage Alert notifications — carrier tickets confirming an active outage on a circuit — from initial receipt through customer notification and ticket closure.

2. Scope

This procedure applies when a carrier sends a Proactive Notification ticket confirming a detected outage, before the customer has reported it. It is distinct from SOP-T1-05 (Potential Trouble Notifications), which covers early-warning signals where an outage has not yet been confirmed, and the customer is asked to troubleshoot first. In this procedure, the outage is already confirmed by the carrier.

3. Roles & Responsibilities

Tier 1 Support Associate: Sets the carrier notification ticket to In Progress, verifies the circuit, creates the working ticket, notifies the customer, coordinates with the carrier, 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.
  • Awareness of the CC distribution rule (Jarred Morgan and Ryan Dowd always; Mick Campbell for HGV customers only).
  • 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.
  • Ability to associate a deal and an existing ticket (the carrier notification) to the working ticket.

5. Procedure

STEP 1 — Receive and Acknowledge the Carrier Notification

Tier 1 receives a Proactive Notification ticket from the carrier in HubSpot, confirming a detected outage. Set this ticket to In Progress as soon as it is received, then proceed with creating the working ticket.

STEP 2 — 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 circuit is managed by Hyper Networks and identify the customer before creating anything.

Gate condition

Do not proceed to ticket creation before confirming the circuit is managed by Hyper Networks.

STEP 3 — Create the Working Ticket

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

Ticket title format

Proactive Outage Alert — Customer — Carrier — Address

Fill out the remaining fields:

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

Ticket description — use the correct value

Set Ticket description to “Proactive Alert,” not “Scheduled Maintenance.” An earlier version of this procedure listed “Scheduled Maintenance” here, which appears to be a copy/paste error from the Scheduled Maintenance Notifications SOP (SOP-T1-03). Proactive alerts and scheduled maintenance are different ticket types and must not share a description value.

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

STEP 4 — 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 5 — Send the Notification

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.

The template is available in HubSpot: Insert → Template → search “proactive outage alert.”

Proactive alert notification template

Hi (Customer) Team,

Please be informed that an outage has been detected.

Details are as follows: Carrier / Circuit ID / Network IP / Gateway IP / Location

If you experience further issues please feel free to reach back out to us to open a ticket to further investigate with the carrier. Below are ticketing methods listed in order of preference to get the most efficient and timely response:

The fastest and best way to request support is to submit a ticket directly to our support desk: support@hypernetworks.com. You'll be asked to provide additional information once we receive your message, but no matter how you reach us, we'll respond promptly and resolve your issue as quickly as we can.

You can also give us a call at 1-888-HYPER-11.

Best Regards,

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 — 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.

STEP 8 — Associate the Carrier Notification Ticket

Click the ticket title → Tickets → Add existing ticket, and select the notification ticket sent by the carrier. Set it as the child ticket (see SOP-T1-07 for the parent/child concept).

Unresolved discrepancy — confirm before relying on this step

Two source versions of this procedure disagree on what happens to the carrier notification (child) ticket at this point:

Version A: Keep the carrier notification ticket open, set it to “waiting for update,” and merge any additional carrier updates into it as they arrive.

Version B: Close the carrier notification ticket immediately once it is associated as the child ticket.

This procedure follows Version A below, since it is consistent with Step 9 (Contact the Carrier), which assumes there is still an open channel for incoming carrier updates. A separate source document (reviewed subsequently) also uses Version A, which corroborates this choice but does not resolve the discrepancy with Version B. Confirm with the team which behavior is correct, and update this SOP and SOP-T1-07 to match once verified.

Keep the carrier notification ticket open and set to Waiting for Update. Any additional notification or update from the carrier should be merged into this same ticket (see SOP-T1-09) rather than creating a new one.

STEP 9 — Contact the Carrier

Contact the carrier to confirm whether there is an active outage at the location. Relay whatever updates the carrier provides to the customer by email.

If there is an outage, make sure the resolution is clear and the customer confirms their circuit is back online before proceeding to closure.

STEP 10 — Close the Ticket

If the customer confirms the circuit is online

Send an email advising that Hyper Networks will proceed with 24 hours of monitoring before closing the ticket:

Hi, Thank you for confirming. We will now proceed with 24-hour monitoring before closure to ensure stability. The ticket will remain open during this period. Best regards,

Once monitoring is complete, close both the working ticket and the associated carrier notification ticket.

If the customer does not confirm

Monitor and follow up with the customer for up to 72 hours using the 24-, 48-, and 72-hour follow-up templates below before closing the ticket. Then also close the associated carrier notification ticket.

24-hour no-response template

Hi,

We would like to follow up regarding this ticket.

Please let us know if further assistance is needed, or if we may close the ticket.

Thank you!

48-hour no-response template

Hi,

We would like to follow up regarding this ticket.

If you need further assistance, please reply to this email and let us know what we can do to help you further.

If not, we will close this ticket in the next 24 hours.

Thank you!

72-hour no-response template (final)

Hi,

We will now proceed with ticket closure.

If you have any further concerns or issues, please open a new ticket.

Best regards,

6. Escalation Criteria

  • Circuit cannot be confirmed as managed by Hyper Networks → do not create a working ticket or notify the customer; verify with the account team first.
  • Carrier does not confirm or deny the outage → escalate per the Carrier Escalation SOP.
  • Ambiguity over open/closed status of the carrier notification ticket (see Step 8) → confirm with the T1 Manager until this SOP is updated with a verified answer.

7. Do's and Don'ts

Do

  • Confirm the circuit is managed by Hyper Networks before creating the working ticket.
  • Use the exact ticket title format: Proactive Outage Alert — Customer — Carrier — Address.
  • Set Ticket description to “Proactive Alert,” not “Scheduled Maintenance.”
  • Copy Jarred Morgan and Ryan Dowd on the notification email, and Mick Campbell only for HGV customers.
  • Confirm the customer sees their circuit is back online before proceeding to closure.

Don't

  • Don't confuse this procedure with SOP-T1-05 (Potential Trouble) — this SOP is for a carrier-confirmed outage, not an early-warning signal.
  • Don't close the ticket as soon as the customer confirms the circuit is up. Run the 24 hours of monitoring first.
  • Don't close a non-responsive ticket before 72 hours. Work the 24-, 48-, and 72-hour follow-ups first.
  • Don't create a second carrier notification ticket for the same event — merge additional updates into the existing one (see SOP-T1-09).

8. Revision History

v1.0 (two source versions): Two knowledge-base versions of this procedure existed with conflicting details: (1) Ticket description field — one version said “Proactive Alert,” the other said “Scheduled Maintenance” (a copy/paste error from a different SOP). (2) Step 7/8 — one version said to keep the carrier notification ticket open and merge future updates into it; the other said to close it immediately.

v2.0: Consolidated into a single SOP-T1-11, using the more internally consistent version as the base (Ticket description = “Proactive Alert”; carrier notification ticket kept open pending confirmation). Both discrepancies are flagged explicitly in the procedure (Step 3 and Step 8) and in Escalation Criteria, rather than silently resolved, since the correct behavior has not been confirmed by the team. Restructured into the standard SOP-T1 series format.

v2.1: A further source document (Tier_1_Proactive_SOP_1.docx) was reviewed and confirmed to match the “keep the carrier notification ticket open” version (Version A) already used as this SOP's base for Step 8. This corroborates Version A but does not resolve the underlying discrepancy with Version B — team confirmation is still needed.