System handling

2^nd SLA for port time out case will be

• 2 Hrs

• 2 Days

• No estimated time

CST has port time out issue and now he has a voice issue CCA action

• Inform cst with port time out issue script only

• Transfer CST to sales Q

• Handle voice case normal

Way of communication for wrong matrix profile:

• Call only

• Call or SMS

• Recorded message from 111

Problem type while Escalating wrong matrix profile:

• Wrong matrix profile

• Speed

• Browsing

CST has Browsing case and there is no Password on Customer CST360:

• Do not handle customer request due to password unavailability

• Transfer CST to Account management

• Transfer CST to Disable Q

Wrong Profile on Matrix SLA:

• 2 : 5 Hours

• 24 Hours

• 48 Hours

In Case that the duplicated Matrix affected on technical handling, CCA action:

• Transfer CST to Disable Q

• Transfer CST to billing Q

• Transfer CST to account management Q

In case we found Submit error or Submit normally with "no ticket created on TTS" , Your action:

• Create IR-cases with 2 WD SLA

• Create IR-cases with 3 WD SLA

• No action needed