Three Strike Process
Three Strike Process – When We Cannot Make Contact With A Site
You must identify if a location qualifies for a strike to be added per Tengo’s 3 strike policy:
- If a ticket is less then 24 hours old it DOES NOT qualify for a strike under this system.
- If the location is a critical, escalated, or red list location it DOES NOT qualify for a strike.
- If the entire location is down it DOES NOT qualify for a strike under this system.
A location will qualify if we have not been able to make contact in over 24 hours, at this point you will need to use the supplied scripting/canned response.
As an L2 you will need to process the email portion of this, copy the canned message into an email and send to the POC for the location, this way we are attempting to contact the location in as many ways as we have available.