System handling

Q:) 2^nd SLA for port time out case will be

• A:) 2Hrs

• B:) 2Days

• C:) No estimated time

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

• A:) Inform cst with port time out issue script only

• B:) Transfer CST to sales Q

• C:) Handle voice case normal

Q:) Way of communication for wrong matrix profile:

• A:) Call only

• B:) Call or SMS

• C:) Recorded message from 111

Q:1) Problem type while Escalating wrong matrix profile:

• A:) wrong matrix profile

• B:) Speed

• C:) Browsing

Q:1) Wrong Profile on Matrix SLA:

• A:) 2 : 5 Hours

• B:) 24 Hours

• C:) 48 Hours

Q:1) In case we found Submit error or Submit normally with "no ticket created on TTS" , Your action:

• A:) Create IR-cases with 2 WD SLA

• B:) Create IR-cases with 3 WD SLA

• C:) No action needed

Q:1) CST has Browsing case and there is no Password on Customer CST360:

• A:) Do not handle customer request due to password unavailability

• B:) Transfer CST to Account management

• C:) Transfer CST to Disable Q