SOP-SUP-001: Emergency Support Callback Cadence [INTERNAL]

INTERNAL USE ONLY

Purpose

This SOP defines exactly how a COBRA support agent should attempt to reach a customer who triggered an emergency support pager. It sets the number of callback attempts, the timing between them, the voicemail script for closing out, and when to close the emergency support request.

The intent is consistency: every emergency-support callback is handled the same way regardless of agent, time of day, or whether the customer picks up. It also protects agent time. A customer who is not reachable inside roughly five minutes is either firing through their show, has stepped away from the phone, or is no longer in distress, and we should not keep trying indefinitely.

Scope

This SOP applies only to emergency support callbacks initiated by the emergency-support pager (911 calls into our after-hours / on-call line). Standard support callbacks during business hours follow normal queue practice and are not covered here. If we later define a broader callback policy, it will live in its own SOP and reference this one.

Procedure

Make exactly three call attempts in the order and timing below. Do not leave a voicemail on the first two attempts. Only Call 3 gets a voicemail (or attempts one).

Voicemail Script (Call 3)

Read or paraphrase the following on Call 3 if you reach a voicemail box. Stay calm and brief; this message is the customer's last touchpoint before we close out.

Adjust phrasing to sound natural in your voice, but keep the four facts intact: who you are, that we tried three times, that we are closing the request now, and that they can call back for help.

Closing the Ticket

After Call 3, in Zendesk:

1. Add an internal note documenting the three attempts. Include the time of each call (HH:MM Eastern) and whether you reached voicemail, no voicemail box, or a busy signal.
2. Set the ticket status to Solved with a tag of emergency_support_no_contact (or the current equivalent for unanswered emergency callbacks).
3. If the customer calls back later, the ticket reopens normally and the next agent picks it up.

Edge Cases

No voicemail box set up

Some customer numbers go to a generic "the mailbox has not been set up" message or simply hang up after ringing out. The procedure does not change. Still make all three calls at the same cadence. On Call 3, if you cannot leave a message, just end the call and close the ticket per the steps above. Document in the internal note that no voicemail box was available.

Customer answers on Call 2 or Call 3

Once the customer is on the line, the callback sequence is done. Handle the issue normally and resolve the ticket per standard support flow.

Customer calls back during your three-call window

If the customer returns the call while you are still in the three-attempt window, stop the callback sequence immediately and take the call. Document in the internal note which call number you were on when they called back.

Repeat emergency pages from the same number

If the same customer pages emergency support again after we have closed out their first request, treat the new page as a fresh ticket and run the three-call sequence again from scratch.

What This SOP Does Not Do

This SOP does not authorize agents to extend past three calls under any circumstance, send follow-up texts, or page a manager when the customer does not answer. The three-call ceiling is the policy. If a unique situation comes up that the agent feels needs more, document the situation in the ticket and escalate to Zach Gilbert (zgilbert@cobrafiringsystems.com) for a one-off decision.

Revision History