We ran into some issues on our last cutover that were rather technically specific that management was unable to comprehend the details of. After laying out a plan of action I keep getting requests to open a "proactive" case. How is this any different from just opening a Sev2 on the day of the case? Because I can't open a Sev2 today and keep it in that status. And if it is a Sev3, I might be assigned an engineer who doesn't work on shift come the day of a cutover. Just wondering if anyone else has found "proactive TAC cases" as effective.
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