b. Do not conveniently use the terms "Business is Down" , "Urgent", "Critical" if you cannot provide a concrete description or reproducible use case relating to your assessment - Chances are you will be flagged by management as what they call "Throttle Customer" those that are in a way nuisance 😄. Reason behind this is in reality though support provides 24/7 services.. the number of CS reps are just around 25% to less than the number of continuously increasing number of cusotmers