Fault tickets

Meridian Mobile internal policy · section 3.1 · fictional, written by the team

A reported service fault — dropouts, no service, degraded speed — requires a fault ticket raised on the call, with the ticket number read out to the customer.

Target response times from the ticket being raised:

| | | | --- | --- | | total loss of service | 4 business hours | | intermittent fault | 2 business days | | degraded performance | 5 business days |

Telling a customer their fault has been "logged" or "noted" without a ticket number is not compliance with this policy. If the same fault is reported a second time, the ticket must be escalated to the network team rather than a second ticket raised.

The rest of the policy

2.1 Callback commitment 2.2 Case ownership 7.2 Retention and churn intent 6.1 Contradictory answers 5.2 Escalation on request 7.1 Ombudsman referral 8.1 Plan changes 4.1 Refund window 5.1 Repeat contact 3.2 Total loss of service 4.2 Unauthorised add-ons

Twelve documents, retrieved with BM25 in plain Python — no vector store. Over a corpus this size, written in the same register as the questions, lexical matching finds the right rule with no index to build and no service to call mid-conversation. Past a few hundred documents that argument flips; it is one function behind one interface.