Sample dataSample data — illustrative only. No PSA or Hive services are connected.
Policies
Customer-approved policy governs system behaviour. Advisory guidance is shown separately and never applied automatically.
P2 escalation threshold
Customer approved · authoritativeNorthwind Manufacturing — IT Director · 2026-03-14
Escalate P2 after 90 minutes without resolution.
Hive observation · advisory onlyNot in effect. No change has been made to your policy.
Comparable MSP guidance suggests a 60 minute threshold.
Recommendation: Review the existing escalation threshold with the client.
After-hours change windows
Customer approved · authoritativeBrightline Logistics — Operations VP · 2026-01-22
Production firewall changes occur only between 22:00 and 04:00 local.
Root cause on closure
Customer approved · authoritativeCedar Ridge Health — CIO · 2025-11-05
Tickets may close without a recorded root cause.
Hive observation · advisory onlyNot in effect. No change has been made to your policy.
Reopen rate is 3.1x higher on tickets closed without a recorded root cause.
Recommendation: Consider requiring a root cause on migration-category closures.