What does DTR stand for?

What is the process for Priority Override?

• Override, that's it! We are swamped!

• Override when the case is on track.

• 
  Override when there is a valid reason, document and notify submitter accordingly.

• What? We can override priority?

Answer explanation

Override when there is a valid reason, document and notify submitter accordingly.

SEM gets assigned to a GetHelp case wherein the prioritization of a support ticket is requested. The SEM escalates the given SR through the correct path and receives a response from the dedicated team, stating the following:

“Hello, thank you for your escalation, please consider that we already had a call with the customer and we’re actively working to resolve the issue”

Is the DTR met at this point of case development?

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3. For GetHelps where the SEM redirects the stakeholder to open a case, the correct status should be: 

We are working on a 0SR, we have just sent the template to the submitter. Can we close the case right after sending the 0SR Ack email?

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What does TCO stands for?