[M-04]

TECH SUPPORT

Structured incident and support ticket management with SLA tracking, priority triage, preemption-aware escalation, and immutable resolution records.

// OPS_COMPANION FIELD MANUAL

Tech Support integrates directly with the Work Order module. When a field technician or dispatcher identifies an equipment fault that cannot be resolved with standard work order workflows, a support ticket is raised — it enters a dedicated priority queue visible to the technical support team and escalates automatically based on SLA rules.

Unlike a generic helpdesk, OPS Companion's Tech Support module is fully machine-aware. Every ticket is linked to the specific asset, the work order in progress, the technician on-site, and the GPS location of the incident. Diagnostic data from the telemetric module can be attached automatically.

Ticket Lifecycle

OPEN

Ticket created by technician, dispatcher, or system (automated anomaly detection). Asset linked, priority assigned.

TRIAGE

Support lead reviews the ticket, confirms priority level, and assigns to the appropriate technical specialist.

IN PROGRESS

Technical specialist is actively working the issue. Real-time status visible to the raising technician.

PENDING PARTS

Resolution is blocked pending part delivery. Parts ticket linked to the support ticket automatically.

RESOLVED

Issue resolved. Resolution steps documented. Immutable resolution record created and linked to machine history.

ESCALATED

Ticket has breached SLA without resolution. Escalated to Administrator. Automatic notifications triggered.

Priority Levels & SLA

// PRIORITY MATRIX

P1 — CRITICALResponse: 15min / Resolution: 2hr

Machine down, blocking active work orders, safety risk

P2 — HIGHResponse: 1hr / Resolution: 8hr

Machine degraded, workaround available but impacting productivity

P3 — MEDIUMResponse: 4hr / Resolution: 24hr

Non-critical fault, machine operational with limitation

P4 — LOWResponse: 1 business day

Cosmetic issue, documentation request, configuration query

PREEMPTION ENGINE

P1 critical tickets trigger the Preemption Engine (Jour 12) — the ticket is injected at the top of the work order queue of the nearest available technician, overriding their current assignment with a full audit trail of the interruption.

Machine-Aware Diagnostics

Because the Tech Support module shares the same relational core as every other module, the support specialist opening a ticket sees:

▸Complete machine service history from the Machine Repository

▸Current GPS position and last 48h route from the 3D Social Map

▸All telemetric sensor readings from the Hexa-SQL injector

▸The active work order context — who is on-site, what task is in progress

▸Parts on hand at the nearest warehouse from inventory

▸Previous support tickets for this asset and their resolutions

This diagnostic context is assembled in a single SQL query under the 2.5-second constraint — no secondary API calls, no manual data gathering.

Phantom Fault Detector (Jour 14)

OPS Companion's predictive anomaly engine runs continuously against the telemetric stream, crossing sensor readings with the maintenance history and the 3D Map position. When micro-drifts in pressure, temperature, or vibration are detected that historically precede a failure, the system automatically generates a P3 Tech Support ticket with a preventive maintenance recommendation — before the fault manifests.

PHANTOM FAULTS

A phantom fault is a failure mode that the sensor data suggests is developing but has not yet triggered a physical error code. The Phantom Fault Detector (Jour 14) catches these early by correlating patterns across all historical incidents for that machine model across the entire fleet.