Connect ticket state to the correct SLA clock behavior.
Place each support signal where it belongs operationally. New unassigned customer request Clock running Customer must provide log file before diagnosis May pause resolution Engineering investigating confirmed defect Customer update clock still running Vendor has acknowledged outage affecting your service Customer confirms workaround solved issue Solved / closure rules Agent needs manager approval for refund Customer has not replied to clarification for 7 days Closure follow-up path Bug fixed, customer validation requested
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