Case Management Guidelines

Owned by David Jones (Deactivated)
Oct 14, 2020
1 min read

Scenarios:

 

  1. No Response: Customer has not responded to messages in over a week (5-7 days).

    1. Inform the customer that we have not received a response in several days, and as a result, will proceed to close the open case within the next two business days. Sample response: Hi John, we never received a response to the last question regarding your Tomcat settings. Is memory allocation still an open issue for you or has the issue been resolved? We will close the case by EOB tomorrow, please re-open the case if the issue persists or open a new case if new issues arise - Thanks!

  2. Case Assigned: Responding to cases where another user is assigned