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SOP-T1-12: Handling Deals Not Managed by Hyper Networks

Unmanaged, Disconnected, or Cancelled Circuits — Tier 1 Support Standard Operating Procedure

Document ID: SOP-T1-12

Version: 2.0

Owner: Tier 1 Support Associates

Approver: John Martinez — T1 Manager

Applies To: Tier 1 Support Associates

Referenced By: SOP-T1-01 — Customer-Reported Connectivity Issues SOP-T1-02 — Hetrix Down Notifications SOP-T1-03 — Scheduled Maintenance Notifications SOP-T1-05 — Potential Trouble Notifications SOP-T1-11 — Proactive Alert Notification Handling

1. Purpose

This procedure guides Tier 1 Support in handling a ticket when the circuit, IP, or location a customer refers to is not managed by Hyper Networks — including circuits that were previously managed but have since been disconnected or cancelled.

2. Scope

This procedure applies whenever a search for the reported IP or circuit returns no result in HubSpot or the CRM. It is referenced by every notification and customer-reported SOP in this series (SOP-T1-01, T1-02, T1-03, T1-05, and T1-11) as the gate condition to follow before creating a working ticket or contacting a carrier on an unmanaged account.

3. Roles & Responsibilities

Tier 1 Support Associate: Confirms the deal is genuinely not managed, sends the appropriate customer email, notifies Mick Campbell for HGV inquiries, and closes the ticket.

T1 Manager: Approves this SOP.

Sales Team: Follow-up point of contact for the customer once handed off; not part of Tier 1's remaining scope on this ticket.

4. Prerequisites

Non-Technical Prerequisites

  • Active HubSpot account with Deals search and AI assistant access.
  • Awareness that this procedure also applies to circuits that were previously managed but have since been disconnected or cancelled, not only ones that were never managed.

Technical Prerequisites

  • Ability to search HubSpot Deals by Network Gateway IP or Circuit ID using filters.
  • Ability to search the CRM directly by IP.
  • Access to the HubSpot AI assistant as a fallback search method.

5. Procedure

STEP 1 — Search for the Circuit

Search for the IP or circuit provided by the customer in both HubSpot and the CRM before concluding it is unmanaged.

HubSpot search path

Go to CRM → Deals → Filters → click the plus sign (+) → search for Network Gateway IP or Circuit ID → search for the IP target.

Fallback — HubSpot AI assistant

If the filter search above returns nothing, use the HubSpot AI assistant as a second check before concluding the deal is unmanaged. For example: “Look for deals with this (Circuit ID or IP).”

CRM: search directly for the IP.

Conclusion

If no results come back on both HubSpot and the CRM, the deal is not managed by Hyper Networks. This same conclusion applies to circuits that have been disconnected or cancelled, even if they were managed in the past.

STEP 2 — Notify the Customer

Send the customer the standard not-managed template.

Not-managed notification template

Hi [Customer's Name] Team,

Thank you for reaching out to us regarding your recent inquiry. After a thorough review of our records, it appears that the particular location/circuit you mentioned is not currently managed by Hyper Networks. We apologize for any inconvenience this may have caused.

We understand the importance of addressing your needs promptly and effectively and would like to be as helpful as possible. As a result, we will be connecting you with our dedicated sales team at Hyper Networks.

Our sales team specializes in managing accounts like yours and will be able to provide you with the solutions you need. By involving our sales team, we will be able to give you more comprehensive support. They will be in touch with you shortly. Should you have any immediate concerns or questions in the meantime, please feel free to reach out to us.

Thank you for your continued partnership and trust in our services. We are committed to assisting you in any way we can.

Kind regards,

HGV customers use the same template

The HGV version of this email in the original knowledge base article was word-for-word identical to the standard template above, aside from formatting. There is no separate wording for HGV customers at this step — use the template above for all customers, including HGV. The only HGV-specific addition is the internal notification to Mick Campbell in Step 3.

STEP 3 — Notify Mick Campbell (HGV Customers Only)

If the inquiry came from an HGV customer, also send an internal notification to Mick Campbell using the template below.

Mick Campbell notification template

Hi Mick,

We have received a ticket from HGV, and upon checking, the IP information and address/location are not listed in the CRM.

Here are the details from the ticket:

Internal Ticket No. in HubSpot: / Name of the Person Who Opened the Ticket: / IP Information: / Address: / Site Code (if available):

Best Regards,

STEP 4 — Close the Ticket

Once the customer email (and, for HGV, the Mick Campbell notification) has been sent, close the ticket.

6. Escalation Criteria

  • Customer disputes that their circuit is unmanaged and provides evidence of an active account → re-verify using both HubSpot and CRM search plus the AI assistant fallback before responding; do not close the ticket until this is resolved.
  • Repeated inquiries from the same unmanaged location → flag to the T1 Manager, since this may indicate a data gap in HubSpot/CRM rather than a genuinely unmanaged circuit.

7. Do's and Don'ts

Do

  • Check both HubSpot and the CRM before concluding a deal is not managed.
  • Use the AI assistant as a fallback search if the standard filter search returns nothing.
  • Treat disconnected or cancelled circuits the same as never-managed circuits for this procedure.
  • Notify Mick Campbell for HGV customer inquiries, using the internal template in Step 3.

Don't

  • Don't conclude a deal is unmanaged after checking only one platform — check both HubSpot and the CRM.
  • Don't create a working ticket, contact a carrier, or open a carrier ticket for a circuit confirmed as unmanaged under this SOP.
  • Don't skip the Mick Campbell notification for HGV inquiries, even though the customer-facing email is the same as the standard template.

8. Revision History

v1.0: Original knowledge-base article format. Grammar issue (“we will connecting you”) present in both the standard and HGV customer templates. The HGV template was presented as a distinct block of text but was, aside from formatting, identical to the standard template, creating a risk of the two drifting out of sync if edited separately in the future.

v2.0: Restructured into standard SOP format (Purpose, Scope, Roles, Prerequisites, Procedure, Escalation Criteria, Do's/Don'ts, Revision History). Corrected the grammar error in the customer template. Consolidated the standard and HGV customer-facing emails into a single template with a note clarifying they were identical, to prevent future drift; retained the Mick Campbell internal notification as the one genuinely HGV-specific step. Assigned document ID SOP-T1-12 and cross-referenced against every SOP that points to this procedure as a gate condition (SOP-T1-01, T1-02, T1-03, T1-05, T1-11).