Introduction

See below for escalation issues / requests to Dispatch via a BOLT Case

• Cases entered near end of business day and after hours are addressed after 9:00am ET the next day
   
• This process is standardized across all brands; calls to Dispatch are no longer part of the escalation process

Resolution Steps

• Serial Numbers, MAC Addresses and Equipment Removed in Error corrections when a serial number / MAC address was entered incorrectly or equipment removed in error
   
• Tech ETA after the appointment window passed
   
• Scenarios addressed in the Market Escalations process
   
  • Work order is complete but not checked in
     
  • Quota escalations including Do Sooner
     
  • Combine Work Orders in DC Metro, IL, MA, NY and PA
     
  • Tech Go Back / Unresolved and Repeat Issues
     
  • Request for a Lead Tech or Specific Technician
     
• Non-GPON Symmetrical (formerly Wave G) Remote Install Requests
   
• For assistance when a technician from a competitor requests access to our equipment