| No. | Risk | Description | Y/N |
|---|---|---|---|
| 1 | SLA Missed | IR Missed within queue tie / IR missed in other queue /tooling issue…. | Y N |
| 2 | Hot Zone | Country with extremely high standard for CS (India, Australia, Japan, etc.) | Y N |
| 3 | Response delay/Customer pushed/CX escalated on ICM | Customer asked updates and pushing for live meeting or posting any concerns that no updates | Y N |
| 4 | Product limit/bug/ By Design | The product doesn’t satisfy customer environment or portal display issue | Y N |
| 5 | 3rd party issue/unsupported scenario | 3rd products, or out of Azure supporting scope | Y N |
| 6 | SIE/Server outage/Upgrade | Service outage / Service Mandatory Upgrade -> Impact Cx | Y N |
| 7 | Collaboration issue | Collaboration task owner delays or not responding or no assignment. | Y N |
| 8 | AVA/ICM Issue | Long waiting time / approval in these group. Or Risky Advice | Y N |
| 9 | Customer resolved/Issue resolved itself | The issue is resolved by itself or the customer | Y N |
| 10 | Customer disconnected/unresponsive | The customer is unresponsive before we confirm the issue is resolved, or the customer doesn't want to continue working on the case | Y N |
| 11 | Demanding customer | The customer keeps asking questions and doesn't agree to open new case, or the customer is not quite satisfied with the solution or answers you provide | Y N |
| 12 | Challenging history | The customer usually gives non-5 survey even though the issue is solved by our engineers, or the customer requires you to escalate his ticket during the case handling | Y N |