Support Case Handling & SLA Procedure

Support Case Handling & SLA Procedure

1. Purpose

Define how Metrolane Support applies the two active service-level policies and records case progression.

2. Scope

Applies to support cases assigned either the Standard policy SLA-STD or Priority policy SLA-PRIO.

3. Roles

Support intake records the case and priority; the queue/owner works the case; escalation occurs when evidence or timing requires attention; closure occurs only when the case state supports it.

4. Preconditions

A case must have a recorded SLA policy. Business-time case timestamps are used for the operational SLA context.

5. Procedure

1. Register the case with channel, type/category, priority and available customer/product/order references.
2. Assign the applicable SLA policy.
3. For SLA-STD, target response is 240 minutes and target resolution is 2,880 minutes.
4. For SLA-PRIO, target response is 60 minutes and target resolution is 480 minutes.
5. Record assignment, activity, notes and status transitions.
6. Escalate when the case requires policy/technical/commercial review or is at risk of missing its controlled target.
7. Record resolution and closure separately where the process distinguishes them.
8. Preserve the evidence used for warranty or remedy decisions.

6. Exceptions and escalation

If a required customer, contact, item or transaction link is absent, work with the evidence available and mark the missing context; do not fabricate a source reference.

7. Records

Support case, SLA clock, assignments, activities, notes, escalation, claim/RMA and closure records are retained.

8. Related controlled information

SLA-STD and SLA-PRIO policy references; warranty and returns policies.

Process controls

Personnel performing this procedure must use the current published version and the authoritative business records for the activity being processed. Source references, identities and quantities must remain traceable throughout the procedure. Where information is incomplete or contradictory, the affected work is held or escalated rather than completed using an assumed value.

Evidence and audit trail

Each completed execution of the procedure should leave enough evidence to reconstruct the decision path: the triggering business record, the information reviewed, the action or disposition selected, the responsible function and the resulting status. The procedure does not replace the operational transaction; it defines how that transaction is handled and evidenced.

Deviations and escalation

A deviation from this procedure must be explicit, justified and recorded through the responsible business function. Repeated deviations should trigger review of the procedure rather than becoming an undocumented alternate process. Matters that cannot be resolved within the responsible function are escalated to the appropriate owner while preserving the current state and evidence.

Version control

Only the currently published version should be used for new work from its effective date onward. Historical versions remain part of the controlled record so that earlier business activity can be interpreted against the procedure that was effective at that time.