Re 4. Geographic Overlap. Isn’t this actually about a Service Request Handoff. A SRH can occur for several reasons (1) not our job, but we know someone whose job it is; (2) we need to escalate to someone with the resources; (3) we receive a SRH because its (1) our job; or (2) we have the resources. Does anyone know any standards for such things? The telco industry seems to have them, but they cost money to see.