Critical Escalation

Please find the Sop of TNS and Community ticket below

https://docs.google.com/document/d/1Twhuj1pyBEvlAH3TcjYmjlClx6PCOQjuggVeILVnnVE/edit?tab=t.0

TAT for Tns and community is 15 min . Agents need to create the tickets by themselves.

Health issue - If a customer is complaining that he/ she or someone from their family is facing health issue because of the water and they need to visit hospital  or he/she already consulted a doctor because of this then we will raise Trust and Safety ticket  and we will also create a revisit as well .

We need to ask customer TDS of Raw water and filtered water as well and mention the same in the TNS ticket as well

Ticket will be parked for 24hrs and TAT for callback from TNS will be 15 min