Glossary · Network operations vocabulary
Tier-1 resolution
Closing an incident at the first line of support without escalation to senior engineers.
In REAP
Guided evidence and diagnostic runbooks let tier 1 and tier 2 close what used to escalate; measured as human effort.
Related terms
More in network operations vocabulary
- Alert noise
- Alert prioritization
- Change advisory board (CAB)
- Change management (change enablement)
- Change record
- Escalation rate
- Incident
- Incident management
- Mean time to detect (MTTD)
- Mean time to resolve (MTTR)
- Multi-vendor estate
- Network automation
- P1 / P2 (high-impact incident)
- P50 / P95
- Problem management
- Redundancy compromised
- Repeat incident
- Time to answer
- Tools per investigation
Bring us your last P1.
Keep the root cause to yourself; in a 30-minute session we walk through how REAP would have investigated it, evidence first. The replay on your own network happens inside the proof of value.