Severe temperature deviation.

Trigger, action plan, and escalation criteria.

Related metric

temp_compliance

Trigger

|space_temp − target_band_edge| > severe_threshold

Value drivers

Customer experience Avoided truck rolls

Preconditions

Expected temperature band + occupancy window configured.

Human role

Primary — store communication and dispatch decision.

Action plan

(1) Sensor sanity check. (2) Cross-check Runtime — is the RTU running? (3) Cross-check Cooling DeltaT — is the unit cooling effectively? (4) Initiate inbound communication with the store. (5) Dispatch if no remote remediation resolves the deviation.

Escalation

(1) Active comfort failure during business hours → immediate inbound to the store; notify client ops within 15 minutes. (2) Remote remediation fails on first attempt → dispatch immediately; do not wait for the standard SLA window. (3) Severe deviation correlated with severe outdoor weather → flag as a capacity-exceedance event; document but do not over-escalate the equipment. (4) Sensor calibration drift suspected (deviation is large but no other signal corroborates) → escalate to the technical team before dispatch.

Prevention

(1) Capacity-vs-load assessment per site at install and at every significant site change (expansion, kitchen install, occupancy increase) — undersized capacity is the most common root cause of severe deviations. (2) Sensor-placement audit per zone — sensors near supply diffusers, sun-exposed walls, or kitchen exhaust read non-representative temperatures and trigger spurious severe alarms. (3) Occupancy-window calibration per site — severe-deviation thresholds tuned to "open to public" hours are tighter than back-of-house windows; one shared band drives noise.