CompTIA A+ Core 2 (220-1202)Operational ProceduresHard
A technician is handling a support ticket with a 4-hour SLA. After three hours, the technician determines the issue requires escalation to a third-party vendor. Which of the following actions BEST demonstrates professionalism and proper procedure?
- AWait until the SLA is breached, then explain the delay to the customer
- BAvoid mentioning the delay to the customer to prevent unnecessary concern
- CClose the ticket temporarily to stop the SLA clock without informing the customer
- DEscalate to the vendor immediately and update the ticket with the SLA risk and expected resolution timeline
Show answer & explanationAnswer & explanation
Correct answer: D. Escalate to the vendor immediately and update the ticket with the SLA risk and expected resolution timeline
Proper procedure and professionalism require escalating promptly when a resolution cannot be met and proactively updating the ticket and customer with the current status and expectations, maintaining transparency and trust. Waiting for a breach, manipulating ticket status, or withholding information violate documentation standards and damage customer trust.
Why the other options are wrong
- A. Waiting until breach fails to set expectations and violates SLA management practice.
- B. Withholding information from the customer harms trust and communication standards.
- C. Manipulating ticket status to stop the clock is dishonest and violates documentation integrity.
SLA Escalation & Communication
When a service level agreement deadline is at risk, technicians should escalate promptly and proactively communicate status and timelines to maintain transparency.
- Escalate before an SLA breach occurs, not after
- Update ticket documentation honestly and in real time
- Proactive communication builds customer trust
Memory trick: Don't wait for the clock to run out—speak up first.