Customer Support Flow - Akira

Ticket classes

Ticket type	Queue	Owner	Incident?
SIP unreachable, failed calls, degraded ASR/PDD	NOC	On-call/NOC	Maybe
CDR missing, delayed, or duplicated	NOC	On-call/NOC	Maybe
Balance threshold or prepaid blocking issue	NOC	On-call/NOC	Maybe
Invoice dispute, commercial terms, payments	Billing	Finance	No
Account access or MFA issue	Support	Admin/Ops	No

Intake

1. Record customer, account, affected CLI or trunk, time window, and examples.
2. Check whether multiple customers are affected.
3. If production impact is active, classify severity and follow incident-response.md.
4. If the ticket is isolated and non-urgent, keep it in the owning queue.

NOC ticket handling

Use NOC for service-affecting technical symptoms:

• Call setup failures.
• ASR, ACD, PDD, or FAS anomaly.
• CDR pipeline delay.
• SIP registration, trunk, or IP ACL issue.
• Routing or terminator failover issue.

Minimum first response:

• Confirm the ticket is received.
• State whether the issue is under investigation or requires more examples.
• Provide next update time.

Billing ticket handling

Use billing for commercial or accounting symptoms:

• Invoice dispute without active service degradation.
• Rate disagreement.
• Credit note request.
• Payment allocation issue.

If a billing ticket reveals active rating, balance, or invoice-generation failure, reclassify as NOC and start incident triage.

Severity mapping

• SEV1: multiple customers unable to place calls, production platform down, or active financial blocking for many customers.
• SEV2: one major customer degraded, partial routing failure, or workaround exists.
• SEV3: isolated customer issue, historical data question, or non-urgent support request.

Closure

Before closing a ticket:

• Document root cause or final classification.
• Attach commands, dashboard links, or CDR examples used for diagnosis.
• Confirm customer-facing impact window.
• Link postmortem for SEV1/SEV2 incidents.