Before closing a ticket due to no response, these qualifications need to be met:
1. You have reached out via email and by phone at least 2x for each medium. We will count in person as a phone call, if you decide to do it that way.
Example - NOT the end all be all
Initial Incident/1st email
Second business day/2nd email
Third business day/1st phone call (or physical visit)
Fourth business day/3rd email
Fifth business day/4th email (Reach out to supervisor, explain you have been trying to reach the end user)
Sixth business day/2nd phone call (or physical visit) and 5th email notice of 24hrs before closing ticket (CC supervisor)
Seventh business day/6th email closing ticket
2. You have called them at varying times of the day.
3. You have given it at least 7 business days.
4. You have reached out to their supervisor explaining bare minimum about the situation and the need to reach out to the end user to resolve.