SOP-T1-13: Handling Hyper Networks Corporate Office Deals

Document ID: SOP-T1-13

Version: 2.1

Owner: Tier 1 Support Associates

Approver: John Martinez — T1 Manager

Applies To: Tier 1 Support Associates

Related SOPs: SOP-T1-02 — Monitoring Down Notifications SOP-T1-08 — Ticket Closure Procedure

1. Purpose

This procedure provides instructions for handling Monitoring Down notifications for the Hyper Networks Corporate Office circuit — an internal circuit rather than a customer account.

2. Scope

This procedure applies specifically to the Hyper Networks Corporate Office location. There is only one circuit at this location, and it runs on a single carrier.

Fixed circuit details

Location: 3195 St. Rose Pkwy Suite 131, Henderson, Nevada 89052 (“New Hyper HQ”)

Carrier: Lumen (single carrier — no secondary/backup circuit at this location)

External contact: Corporate office IT provider (helpdesk address in the T1 Internal Contact Sheet)

Because this is a single-carrier, single-circuit internal location, an outage here means the entire office is offline until Lumen restores service — there is no failover to fall back on.

3. Roles & Responsibilities

Tier 1 Support Associate: Creates the internal ticket, notifies the IT provider, contacts the carrier, posts internal chat updates for internal awareness, monitors, and closes the ticket.

T1 Manager: Approves this SOP.

Corporate Office IT Provider: External facilities/IT contact for the corporate office; receives outage and resolution updates by email.

All Hyper (internal chat channel): Internal audience for outage awareness; not a customer-facing channel.

4. Prerequisites

Non-Technical Prerequisites

• Active ticketing system account with ticket creation, contact, and note access.
• Access to the internal chat channel All Hyper → General.

Technical Prerequisites

• Familiarity with SOP-T1-02 (Monitoring Down Notifications), since this procedure begins by following that SOP's intake steps.
• Ability to associate a ticket with the Hyper Networks company record and log deal details as a note.

5. Procedure

STEP 1 — Receive the Alert and Create the Ticket

Upon receiving a Monitoring Down notification for this location, follow SOP-T1-02 (Monitoring Down Notifications) for the initial intake, then create the ticket using the exact title and settings below.

Ticket title

Internet Down Notification — Hyper Networks — Lumen — New Hyper HQ — 3195 St. Rose Pkwy Suite 131, Henderson Nevada 89052

• Set the ticket as Internal during creation.
• Set Company to Hyper Networks.
• Create the ticket.

Only one circuit at this location

There is only one circuit for the Hyper Networks office at this address, and it is a Lumen circuit. Do not search for or reference a second carrier for this location.

STEP 2 — Notify the Corporate Office IT Provider

Once the ticket is created, set the contact to the corporate office IT provider's helpdesk address (listed in the T1 Internal Contact Sheet) and send the initial notification.

Initial IT provider notification template

Hi [IT Provider] Team,

Our monitoring system has detected that the Hyper Networks Corporate circuit is currently down at this time. We will be reaching out to the carrier, (Insert Carrier), to investigate the circuit.

In the meantime, kindly let us know if there are any reported issues or anything observed on your end.

For your reference, please see the circuit details below:

Carrier: (Insert Carrier) / Circuit ID: (Insert Circuit ID) / Network IP: (Insert Network IP) / Gateway IP: (Insert Gateway IP) / Location Address: (Insert Location Address)

Thank you.

Best regards,

Log the deal details as a note on the ticket.

STEP 3 — Contact the Carrier

Call Lumen to confirm whether there is an active outage or scheduled maintenance in the area. Ask the carrier to investigate and share their findings, including an ETR if available.

STEP 4 — Relay the Update to the IT Provider

Relay whatever information the carrier provides back to the IT provider by email on the same thread.

STEP 5 — Post to the All Hyper Internal Chat Channel

Create a post in the internal chat platform under Channels → All Hyper → General so internal staff at the corporate office are aware of the outage. Use the template that matches the current situation.

Outage or maintenance with ETR

Subject: Network Service Interruption — Corporate Office (Lumen)

@All Hyper

Please be informed that a service interruption is currently affecting the internet circuit at the Hyper Networks Corporate Office, located at 3195 St. Rose Pkwy Suite 131, Henderson, NV 89052.

The location is serviced by the carrier (Lumen); as such, internet connectivity may remain unavailable for the duration of the outage.

The carrier has provided an Estimated Time of Restoration (ETR) of (Insert ETR).

Thank you!

Outage or maintenance without ETR

Subject: Network Service Interruption — Corporate Office (Lumen)

@All Hyper

Please be informed that a service interruption is currently affecting the internet circuit at the Hyper Networks Corporate Office, located at 3195 St. Rose Pkwy Suite 131, Henderson, NV 89052.

The location is serviced by a single carrier (Lumen); as such, internet connectivity will remain unavailable for the duration of the outage.

An Estimated Time of Restoration (ETR) has not yet been provided.

We are in active coordination with the carrier and will issue further updates as information becomes available.

Thank you!

Follow-up post — ETR provided later

Subject: Network Service Interruption — Corporate Office (Lumen)

@All Hyper

Further to our earlier advisory, please be informed that an Estimated Time of Restoration (ETR) has now been provided for the service interruption affecting the internet circuit at the Hyper Networks Corporate Office, located at 3195 St. Rose Pkwy Suite 131, Henderson, NV 89052.

The location is serviced by a single carrier (Lumen); as such, internet connectivity will remain unavailable until service is restored.

The carrier has advised an ETR of (Insert ETR).

Thank you.

STEP 6 — Monitor

Once the outage or maintenance has cleared, inform the IT provider and begin the 24-hour monitoring period.

Circuit restored — monitoring notice template

Hi [IT Provider] Team,

We would like to provide an update regarding the Hyper Networks Corporate circuit.

We are pleased to inform you that the outage has now cleared and the circuit is currently back up and stable.

Kindly let us know if you have received any reports or are observing any issues from your end at this time.

In the meantime, we will proceed with a 24-hour monitoring period before closure to ensure full stability.

Thank you.

Best regards,

STEP 7 — Close the Ticket

If the circuit remains stable for the full 24 hours, proceed with closure.

Closure notice template

Hi [IT Provider] Team,

We will now proceed with ticket closure.

Thank you.

Best regards,

Then close the ticket in the ticketing system (see SOP-T1-08 for the general closure procedure).

6. Escalation Criteria

• Circuit drops again during the 24-hour monitoring window → restart monitoring and return to the carrier under the same ticket; do not close.
• Carrier does not respond or provide an ETR within a reasonable window → escalate per the Carrier Escalation SOP.
• Any doubt about whether this is the corporate office circuit vs. a customer circuit → confirm before creating the ticket, since this circuit is set to Internal and uses a different contact (the corporate office IT provider) than customer tickets.

7. Do's and Don'ts

Do

• Use the exact ticket title and mark the ticket Internal, with Company set to Hyper Networks.
• Notify the corporate office IT provider as the point of contact for this location — not a customer contact.
• Post to the All Hyper → General internal chat channel so internal staff have visibility into the outage.
• Run the full 24-hour monitoring period before closing, the same as any other circuit.

Don't

• Don't treat this as a customer ticket — it must be marked Internal with Company set to Hyper Networks.
• Don't look for a second carrier or backup circuit at this location; there is only one Lumen circuit.
• Don't skip the internal chat post — it's the internal notification mechanism for corporate office staff, separate from the IT provider email.

8. Revision History

v1.1: Original knowledge-base article format. Grammar issue in the Purpose statement (“This is aims to provide…”). Step 3 contained an incomplete/garbled instruction (“If carrier on their findings or for them to investigate”).

v2.0: Restructured into standard SOP format (Purpose, Scope, Roles, Prerequisites, Procedure, Escalation Criteria, Do's/Don'ts, Revision History). Corrected the Purpose statement grammar. Reconstructed Step 3's instruction as “Ask the carrier to investigate and share their findings, including an ETR if available” based on context from the surrounding steps — flagged here since the original wording was unclear enough to require interpretation rather than a literal correction. Assigned document ID SOP-T1-13 and cross-referenced against SOP-T1-02 and SOP-T1-08.

v2.1: Prepared for public-facing publication: removed customer names, internal staff names and email addresses, third-party vendor names and contact details, and internal tool names (replaced with neutral terms such as “ticketing system” and “monitoring tool”). Contact details now live in the T1 Internal Contact Sheet. No procedural steps changed.