This guide explains our Direct BO Line service, which allows select customers to speak directly with the BO team.
This guide explains our Direct BO Line service, which allows select customers to speak directly with the BO team.
Eligible Customers:
Only PLATINUM partners are granted access to this service.
Channel Name:
The tickets will be assigned to the "Direct Line" channel.
Team Access:
All 1st-level team members can access the Direct Line.
Ticket Tagging System:
Direct Line - 2nd Level:
Tickets are tagged as “Direct Line - 2nd level” when escalation is required.
Direct Line - 1st Level Return:
If the BO team determines that the issue can be handled at the 1st level, they will re-tag the ticket as “Direct Line - 1st level return”. The ticket will then be returned to the Platinum Partner view.
When a ticket is marked as “Direct Line - 2nd level”, immediately alert the pe-updates channel. This informs the team that a customer has reached out directly to the second level.
Note
BO will respond to the client, but if they are unable to answer, we need to step in and assist.