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You have a written procedure. And after a long list of known/common things the procedure has an escalation clause that routes to an official with agency. You update the procedure as needed to manage the escalation rate.

This is extremely common

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I wish that was the case. Not something I have experienced personally.

It seemed pretty standard at B2B tech providers. You have Sr support engineers who are the final line, and can often setup a reproduction in a test environment and file a good bug. Then you just count up the rate of tickets that hit that bug and require a manual fix. At some point it’s time to fix the bug.

Keep forgetting to reply.

>It seemed pretty standard at B2B tech providers.

It is, but I was referring specifically to Home Office in UK Gov.

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