TKT + SLA

Cst has voice down case in IU pool , Ticket passed SLA, CCA action

• No action nedded

• Creat delay ticket and inform CST with SLA

• Inform CST with SLA only

While ecalating logical case via BSS we should add Secondary mobile number only

• True

• False

First level team should not change the ticket "Priority"

• True

• False

Maximum Time for Updating time is 10 Minute after closing the cal

• True

• False

Any case will be escalated to IU pool, escalation should be within the call

• True

• False

It is not mandatory to update SR with outage ID

• True

• False

Pending fixing TE SLA :

• 3 Days

• 3 WD

• 2 : 5 Hours

Escalating any Physical cases to IU will be with status

• Open

• Waiting for research

• Closed

Ticket title should match the Ticket category at creation or any update on TTS

• True

• False

Esclation logical cases SLA will be

• 24 Hours

• 2 Hrs

• 2 : 5 hrs