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Astound Broadband

Escalations for Repeat Issues and Post Install Service Issues

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BOLT automatically escalates repeat service issues reported within 14 days and problems within 30 days of a new installation, so agents no longer need to create a BOLT Case. When troubleshooting leads to a Trouble Call, BOLT automatically adds the correct escalation quota, and the scheduled appointment serves as the escalation. Special codes appear on the work order to identify the escalated issue, but this process does not apply to upgrades unless they are repeat issues, and it does not change the Failed Self Install process.