Engagement

Hannah is actively managing this ticket and confirmed yesterday (2026-10-20) that ATIL will implement the solution following internal coordination with Tony and Saar at Microsoft. The ticket transitioned to 'Waiting Service Provider' status just yesterday. While the waiting period is only 0.89 days (below the 5-day escalation threshold), the ticket is definitively blocked on external vendor engagement and Hannah is tracking the dependency. The critical engagement quality failure is that the customer has received zero communication since 2026-09-21 — a 28-day silence. The customer does not know the investigation outcome, the vendor assignment, or any implementation timeline. Only 1 of 9 technical notes are public-facing.

Hannah should send a public customer email today confirming ATIL's engagement and providing an estimated delivery or kick-off timeline. The customer has waited 28 days in silence and needs reassurance.

No reassignments or ping-pong. Andre handled initial intake; Hannah took over organically around 2026-09-23 to coordinate the internal meeting with Microsoft representatives, then transitioned to vendor liaison. Clean handoff, not churn.