You are a Tier I NOC staff working on a severity 1 issue. The escalation timeline is defined as 60 minutes. After 55 minutes, you think you are close to resolving the issue. What would you do in this situation?
A. Continue to work and resolve the issue, even after 60 minutes has passed.
B. Call your manager and report your progress.
C. Escalate to Tier II support staff. “First Test, First Pass” – www.lead2pass.com 27 Cisco 640-760 Exam
D. Call the user and let them know that you will resolve the issue in 10 minutes.
Answer:C
You are a Tier I NOC staff working on a severity 1 issue. The escalation timeline is defined as 60 minutes. After 55 minutes, you think you are close to resolving the issue. What would you do in this situation?
A. Continue to work and resolve the issue, even after 60 minutes has passed. B. Call your manager and report your progress. C. Escalate to Tier II support staff. “First Test, First Pass” – www.lead2pass.com 27 Cisco 640-760 Exam D. Call the user and let them know that you will resolve the issue in 10 minutes.