MBUZZ – Incident Handling & Escalation Procedure

1. Purpose

This document defines the standard incident handling process for MBUZZ Support, ensuring:

• Timely first response within SLA

• Clear ownership and accountability

• Structured troubleshooting and documentation

• Proper guidance and escalation flow (L1 → L2 → L3 →  Vendor Engineering)

• High customer satisfaction and communication quality

2. Scope

This procedure applies to:

• All MBUZZ Support Engineers (L1 / L2 / L3)

• All incident severities (Sev1–Sev5)

• All customer types (Standard, Premium, Managed Care, Strategic Accounts)

3. Incident Lifecycle Overview

1. Incident Creation

2. Initial Response

3. Troubleshooting & Data Collection

4. Guidance / Escalation (if required)

5. Resolution or Workaround

6. Customer Confirmation

7. Closure & Documentation

4. Initial Incident Handling

4.1 SLA Commitment

• Sev 1 – Immediate engagement (≤ 1 hour escalation if required)

• Sev 2 – Escalation if unresolved within 5 working days

• Sev 3+ – Guidance-based resolution

The initial response must:

• Acknowledge the issue

• Confirm ownership

• Clarify severity

• Set next steps

4.2 Initial Response Approaches

A. Response-Time Driven (Urgent / Critical Issues)

Use when:

• Customer expresses urgency

• Project/revenue impact

• More info required

Process:

1. Call customer within 5–15 minutes.

2. Define problem clearly.

3. Send formal initial response email (via ticketing system).

4. Document findings in case.

B. Response-Completeness Driven (Quick Resolution Possible)

Use when:

• Known issue

• KB solution exists

• No urgency expressed

Process:

1. Perform quick research.

2. Provide complete solution within 1 hour.

3. Optionally follow up via call.

4. Document clearly.

5. Troubleshooting Standards

Before requesting guidance or escalation, the following must be completed:

Required Documentation

• Clear problem statement

• Environment details (version, deployment type, OS, topology)

• Severity & business impact

• Steps to reproduce

• Logs / support files

• Screenshots / packet captures (if applicable)

• Actions already taken

• Customer temperament/priority

All information must be summarized in the Troubleshooting Notes section.

6. Severity Definitions

7. Guidance Process (L1 → L2 / L2 → L3)

7.1 When to Request Guidance

• SLA nearing breach

• Reproducible defect suspected

• Sales or Customer escalation request

• Additional expertise required

• Patch validation required

7.2 Guidance Request Requirements

Before requesting guidance:

• Summary with customer priority

• Detailed steps taken

• Resources searched (KB, internal docs)

• Logs attached or referenced

• Accurate product & severity classification

7.3 Email Subject Format

Guidance – Incident# – Short Issue Description

Example:

Guidance – INC12345 – Packet Loss After Upgrade

7.4 System Field Updates

When requesting guidance:

• Set status to Research

• Toggle Guidance Requested fields

• Add date of request

• Ensure complete data is attached

When providing guidance:

• Update Guidance Provided field

• Set case to Pending Tech

• Document next steps clearly

8. Escalation to Engineering (L3 Only)

8.1 When to Escalate

• Sev1 or Sev2 requiring engineering expertise

• Confirmed product defect

• Reproducible issue

• Management approval

• Managed Care or Red Flag cases

8.2 Mandatory Escalation Requirements

Failure to provide complete data may result in removal from escalation queue.

Required:

• Full troubleshooting summary

• Reproduction steps

• Logs & tech support

• Performance metrics (if applicable)

• Bug/Jira reference (if defect confirmed)

• Clear Escalation Notes (date + initials format)

• Current status and next steps at top

8.3 Escalation Workflow (Sev 1)

1. Notify Engineering Management via email.

2. Follow up with phone call.

3. Document:

   • Date to Engineering

   • Assigned Engineer

   • Esc Status = Pending ENG

4. Establish WebEx if required.

5. Continue daily follow-ups.

8.4 Escalation Workflow (Sev 2)

1. Email Engineering contact.

2. Document full problem restatement.

3. Update Escalation fields.

4. Continue structured follow-up.

8.5 Pending Patch Management

• Only use Pending Patch when release date is committed.

• Bug/Jira must be linked.

• Update release date field.

• Keep Esc Notes current.

9. Inter-Team Communication Standards

L3 Guidance Expectations

• Accept guidance requests same day.

• Update Guidance Provided field immediately.

• Remain guidance owner until case closes or escalates.

• Attend escalation meetings if case is listed.

• If unavailable, update case prior to meeting.

10. Customer Communication Standards

During Incident:

• Acknowledge quickly

• Provide frequent updates (Sev1 – daily or more)

• Set clear next steps

• Avoid defensive language

• Apologize for inconvenience when appropriate

If Customer Requests Escalation

• Document request

• Confirm expectation

• Follow formal escalation process

• Update severity if workaround exists

11. Survey & Dissatisfaction Handling

If a negative survey is received:

1. Manager reviews case.

2. Call customer.

3. Document feedback.

4. Define corrective action.

5. Send follow-up email.

6. Close feedback case.

12. Off-Hours & Holiday Escalation

For critical Sev1 issues:

• Contact After-Hours Management

• Notify escalation POC

• Document all attempts

• Ensure handoff notes are complete

13. Quality Control Checklist (Before Closure)

• Problem clearly documented

• Resolution documented

• Workaround explained

• Logs attached

• Knowledge Article created (if applicable)

• Customer confirmation received

• Case summary updated

14. Reporting & Metrics

MBUZZ Support tracks:

• First Response SLA

• Escalation Aging

• Guidance Response Time (≤ 24 hrs)

• Reopen Rate

• Customer Satisfaction (CSAT)

• Engineering Escalation Quality

15. Key Principles

• One issue per incident (unless related)

• Accurate severity classification

• Data-driven escalation

• Clear documentation

• Proactive communication

• Ownership mindset

16. Conclusion

This Incident Handling Procedure ensures that MBUZZ Support delivers:

• Structured and consistent case management

• High-quality escalations

• Clear inter-team collaboration

• Strong customer experience