What does the instruction "do not send to tier 2" indicate?

The instruction "do not send to tier 2" indicates that the case involves executive relations. This typically means that the customer is likely a high-profile individual or organization, requiring special handling and attention from tier 1 support teams. Such cases may involve sensitive issues, where escalation could impact the relationship with the customer or require specific protocols that are different from regular support cases.

By indicating not to escalate to tier 2, it is suggested that the front-line tier 1 advisors should manage the situation directly to maintain control over the communication and ensure that the customer's needs are addressed promptly and appropriately, minimizing the risk of miscommunication or unsatisfactory resolutions that might arise through further escalation. This careful management is crucial in executive relations to maintain a positive rapport and ensure that the customer's concerns are handled with the utmost priority and care.