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SOP-T1-19: Handling TLC Engineering Issues

Out-of-Scope Firewall & Switch Inquiries — Tier 1 Support Standard Operating Procedure

Document ID: SOP-T1-19

Version: 2.0

Owner: Tier 1 Support Associates

Approver: John Martinez — T1 Manager

Applies To: Tier 1 Support Associates

Related SOPs: SOP-T1-02 — Hetrix Down Notifications SOP-T1-12 — Handling Deals Not Managed by Hyper Networks

1. Purpose

This procedure guides Tier 1 associates in handling TLC engineering issues — firewalls, switches, and similar equipment-level concerns — that fall outside Tier 1 scope and must be routed to Interia Technologies for assistance.

2. Scope

This procedure applies specifically to TLC customer inquiries about firewalls, switches, or comparable engineering-level equipment. It also covers Hetrix Down notifications on TLC circuits/deals, where the correct next step depends on whether the circuit involves a firewall or a carrier.

What this SOP does not cover

This procedure only covers firewall/switch engineering inquiries and the related Hetrix Down triage step. For TLC issues that are connectivity-related and involve a carrier, follow SOP-T1-01 or SOP-T1-02 as appropriate instead of this SOP.

3. Roles & Responsibilities

Tier 1 Support Associate: Identifies that a TLC inquiry is an engineering issue out of Tier 1 scope, routes it to Interia Technologies, and follows up on resolution before closing the ticket.

T1 Manager: Approves this SOP.

Interia Technologies: External engineering support for TLC firewalls and switches; primary and secondary contacts below.

4. Prerequisites

Non-Technical Prerequisites

  • Active HubSpot/CRM account to check whether a TLC circuit involves a firewall or a carrier.

Technical Prerequisites

  • Ability to distinguish a firewall/switch engineering concern from a standard connectivity issue when reading a customer's inquiry.

5. Procedure

STEP 1 — Identify the Engineering Inquiry

When a TLC customer sends an email inquiring about firewalls or switches, recognize this as an engineering-level issue that is out of Tier 1 scope.

STEP 2 — Route to Interia Technologies

Send an email to Interia Technologies for assistance.

Interia Technologies contacts

Primary Contact: Support@interiatechnologies.com

Secondary Contact: Nitin.singam@interiatechnologies.com / (610) 704-2483

Tier 1 may also call the phone number above for follow-up.

STEP 3 — Hetrix Down Notifications on TLC Circuits

If a Hetrix Down notification comes in for a TLC circuit/deal, check HubSpot/CRM to determine whether the circuit involves a firewall or has a carrier.

Decision

If the circuit has a carrier → follow SOP-T1-02 (Hetrix Down Notifications) instead of this SOP.

If the circuit involves a firewall → continue with this SOP and route to Interia Technologies (Step 2).

STEP 4 — Confirm Resolution Before Closing

Make sure the issue is resolved before closing the ticket.

If Support@interiatechnologies.com does not respond, monitor and follow up for 72 hours using the standard no-response monitoring sequence before closing the ticket.

6. Escalation Criteria

  • Interia Technologies does not respond within 72 hours → escalate to the T1 Manager before closing the ticket, rather than closing solely due to non-response.
  • Unclear whether a TLC issue is a firewall/switch engineering concern or a standard connectivity issue → check HubSpot/CRM for a carrier association first; if still unclear, confirm with the T1 Manager before routing.

7. Do's and Don'ts

Do

  • Route firewall and switch inquiries to Interia Technologies — this is out of Tier 1 scope.
  • Check HubSpot/CRM on every TLC Hetrix Down notification to determine firewall vs. carrier before deciding which SOP to follow.
  • Confirm the issue is resolved before closing the ticket.

Don't

  • Don't attempt to troubleshoot firewall or switch configuration directly — route it to Interia Technologies.
  • Don't follow this SOP for TLC circuits that have a carrier — use SOP-T1-02 instead.
  • Don't close a ticket solely because Interia Technologies has not responded — work the 72-hour no-response monitoring first.

8. Revision History

v1.0: Original knowledge-base article format. The document did not explicitly state what to do for TLC issues that are not firewall/switch related, and the Hetrix Down triage logic (firewall vs. carrier) was stated but not clearly separated from the main engineering-routing procedure.

v2.0: Restructured into standard SOP format (Purpose, Scope, Roles, Prerequisites, Procedure, Escalation Criteria, Do's/Don'ts, Revision History). Added an explicit “What this SOP does not cover” note in Scope directing carrier-related TLC issues to SOP-T1-01/T1-02. Split the Hetrix Down triage logic into its own step with a clear decision callout. No contact information or procedural content changed.