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Customer SupportUpdated 5/9/2026·4,193 views

Priority Cases

Quick answer

S1 cases page the on-call manager; S2 cases require 4-hour first response.

Full procedure

  1. 1Review the Priority Cases standard on the department portal before you begin.
  2. 2Confirm you have the required access, PPE, or tooling for the task.
  3. 3S1 cases page the on-call manager; S2 cases require 4-hour first response.
  4. 4Complete each step in sequence — do not skip or reorder.
  5. 5Record completion in the system of record (log, ticket, or checklist).
  6. 6Escalate any deviation from the standard through the escalation path.
  7. 7Debrief the team lead at handoff on anything unusual.

Common mistakes & exceptions

  • Skipping the WMS/system logging step — every action must have a system record.
  • Not photographing exceptions before escalating.
  • Assuming verbal approval is enough — always capture the ticket or form ID.

Escalation path & subject matter expert

Escalate to
Customer Support Shift Lead
Ext. 4132 · Slack #customer-support
Subject matter expert
Priya R. — Customer Support

Frequently asked questions

Required forms

  • Priority Cases Log
    CS-404

My private notes

priorityseveritys1s2casecasescustomer supportproceduresopatlas

Revision history

  1. 2026-05-09
    Version 1.6 republished by Sofia Marquez.
  2. 2025-02-22
    Reviewed for annual compliance.
  3. 2024-11-04
    Initial publication.
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