ADVAYA GLOBAL | SUPPORT SHIFT-HANDOVER TEMPLATE
Adapt these fields to your approved support or case-management system.
Use only necessary data. Do not put credentials, payment-card information,
identity documents or other sensitive customer details into this template.

1. ISSUE
Case reference:
Customer's requested outcome:

2. VERIFIED FACTS
What is confirmed (reference approved case records):
What is still uncertain:

3. ACTIONS COMPLETED
Action / time and time zone / result:

4. NEXT ACTION
Required task:
Blocking dependency:

5. OWNER AND ESCALATION ROUTE
Receiving owner or queue:
Ownership accepted at (time and time zone):
Escalation owner and trigger:
Required authorization:

6. CUSTOMER COMMITMENT
Promised update deadline (include time zone):
Approved contact channel:
Applicable communication restrictions (reference approved records):

Read the coverage audit:
https://advayaglobal.com/blog/hidden-cost-customer-support-coverage-gaps