Introduction
The three-strike rule is part of the incident management process that ensures issues are resolved in a timely manner. This rule is applied when there is no response from the user regarding a reported issue.
Here's how it works—if the Customer Support team contacts the user about an incident ticket and doesn't receive a response, they will attempt to approach this user three times, usually on different business days. If the user doesn't respond during these three attempts, the incident ticket will be closed.
This approach helps keep the incident management process efficient and allows user engagement.
Overview
The three-strike rule is described in detail in the following table:
| First contact | The Customer Support team contacts the user by email and provides the necessary information and next steps regarding the incident ticket. They may also ask for any additional details required to process the issue. |
|---|---|
| Second contact | If there is no response to the first email, the team will follow up with another message after three business days. This email will request a reply from the user to ensure that the issue is addressed promptly. |
| Third contact | If there is no response, Customer Support will send a final email after another three business days. This email will request a response from the user and inform that the ticket will be marked as "Resolved" if there is no reply. |
Note: If the user is out of office, the Customer Support team will contact them on the day of their return.