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Understanding the PCID SRU Process

Updated

Tier 1 Support Response Unit (SRU)

SRU Activation

The Pure CallerID Tier 1 Support Response Unit (SRU) is activated when critical issues impacting our services are escalated, to ensure swift and effective prioritization and remediation. We prioritize transparency and communication to keep our customers informed throughout all our processes.

Triggering Conditions

  1. Client Notification: A client informs us of a critical issue impacting their experience or usage of any of our core services and features.
  2. Internal Audit: A critical issue is discovered during routine internal audits that could potentially disrupt our services.

Services and Features Covered

  • Aegis One
  • Core Platform
  • UC Protect
  • Voice and Messaging Services
  • Watchtower
  • DataBoost
  • BrandID

Steps

  1. Ticket Creation: A ticket must be created in our system resulting in an escalation to the Tier 1 Support Response Unit for an issue reported by a client, or an issue is discovered during internal audits.
  2. Acknowledgment: We acknowledge receipt of the issue and provide an estimated response time.
  3. Diagnosis: We analyze and diagnose the issue.
  4. Resolution: We develop and implement a solution to resolve the issue.
  5. User Notification: We inform the user of the resolution and confirm the issue is resolved.
  6. Documentation: We document the issue, resolution steps, and update our knowledge base.
  7. Reporting: We generate and share a report on the incident.
  8. Root Cause Analysis (RCA): We conduct an RCA to identify process improvements.
  9. Lessons Learned: We compile lessons learned and implement any necessary process improvements.
  10. Closure: We close the support ticket and log all feedback and improvement actions.

This process ensures a streamlined approach to addressing critical issues, prioritizing effective communication, and leveraging continuous improvement to enhance our service quality. Please always initiate requests through our support portal, through support email, or by contacting your account manager as soon as you are aware or concerned about an issue to ensure the fastest resolution possible.

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