When it goes beyond support.
WHAT COUNTS
Threats of legal action Regulatory complaints Allegations of data breach Media enquiries Anything involving serious harm
WHAT TO DO FIRST
Stop responding substantively.
WHY
Anything written may be used, and support staff should not be the ones writing it.
WHAT TO DO NEXT
Acknowledge receipt, and say it is being reviewed.
WHAT NOT TO SAY
Admissions Denials Explanations of what happened Anything about liability
WHAT TO ESCALATE TO
Whoever is designated, immediately.
WHAT TO PRESERVE
Everything: the ticket, related records, logs.
WHY IMMEDIATELY
Routine deletion may otherwise remove relevant records.
WHAT TO DOCUMENT
What was received, when, and from whom.
WHAT TO ESTABLISH IN ADVANCE
Who handles these How to reach them, including out of hours What support should say meanwhile
WHY IN ADVANCE
Deciding during an incident wastes the hours that matter.
WHAT TO TRAIN STAFF ON
Recognising these situations.
WHAT THE SIGNS ARE
Formal language Mention of solicitors or regulators Demands with deadlines
WHAT TO NEVER DO
Argue Delete anything Handle it informally to avoid escalating
