Escalation Criteria

Escalate the issue when: 
 
 Remote troubleshooting does not resolve the problem. 
 An outage affects multiple customers. 
 A field visit is required. 
 Network equipment (OLT, AC, NAP, switches, etc.) requires investigation. 
 Billing or account issues prevent technical resolution. 
 The issue exceeds the Help Desk's authority or SLA.