Recovery | Strike Process

Attempts should not be done with +/- 24 business hours in between

• TRUE

• FALSE

Submitter Not Responding: Three strikes alternating Teams and Emails are needed.

• TRUE

• FALSE

Submitter unresponsive: After the 3rd strike is sent, we should not close the case but wait until the submitter replies.

• FALSE

• TRUE

If the submitter has an Out Of Office message, then contact their backup to get an update. If no backup is listed, you should either wait for the date of the submitters return to get an update or contact their manager to see about getting an update.

• TRUE

• FALSE

If the submitter responds between any of these attempts, then the strike process starts over.

• TRUE

• FALSE

If you get *explicit confirmation from the customer, the issue was resolved AND internal submitter is unresponsive after first confirmation attempt. Proceed with the following:

• DO NOT follow the strike process, proceed to close the case:

  • Send a closing email to your submitter instead of the first strike, explaining what was done by support and stating we have customer’s confirmation the issue has been resolved.
  • A screenshot or proof of this said confirmation should be attached to the case as part of the TCO for closure confirmation.

• FOLLOW the Strike Process:

  • Send the three strikes emails to your submitter instead of the closure email, explaining what was done by support and stating we have customer’s confirmation the issue has been resolved.
  • A screenshot or proof of this said confirmation should be attached to the case as part of the TCO for closure confirmation.

**Please understand by explicit confirmation an email from the customer directly stating the issue raised in the desired outcome of the GetHelp case was resolved. ( The explicit confirmation can come either from the Support case or the GH case if you are in direct communication with the customer/partner)

This exception should never be used if or when the support case is closed, but the customer is not satisfied with the resolution provided by support and extra assistance is required from our end.

• TRUE

• FALSE

Partner/Customer Not Responding: If the submitter responds when they are copied on strike 2 or 3, then we do not close the case because of no customer response unless we have a conversation with the submitter, and they agree.

• TRUE

• FALSE