A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
A.
Reset the customer expectation for low severity problems Reset the customer? expectation for low severity problems
B.
Refer the customer to the service level agreement (SLA)
C.
Assess the technical and business issues and negotiate until you and the customer agree
Chosen Answer:
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