Office Operator

Wake someone

Escalation

Ordered contacts, wait windows, ack or fall-through. The log is the product for SLA work.

Hazard

hazard

  1. 1. Chris Ridgeway · both · 3m
  2. 2. On-call tech · call · 5m

Fallback: 911 script + first morning slot + owner flag

Emergency dispatch

emergency

  1. 1. On-call tech · sms · 8m
  2. 2. Chris Ridgeway · sms · 10m

Fallback: Apology + first-slot booking + owner flag

Big-ticket lead

big_ticket

  1. 1. Chris Ridgeway · sms · 15m

Fallback: Hold as morning estimate visit

Chain log

  • Gas smell at 29 Lake Drive. 911 script delivered. Owner acked in 2m.

    Chris Ridgeway · —

    acked

  • Hale burst pipe. Tech missed window; owner flagged.

    On-call tech · —

    timeout

  • Owner held first truck for Hale.

    Chris Ridgeway · —

    acked