Slowness

1- CST has slowness case and he consumed his Quota and line speed was downgraded, CAA action :

• A- Escalate the ticket as speed variance case

• B- inform him that his speed downgraded [till the end of the monthly subscription] after consuming the basic Quota

• C- Add open DNS

2- Option Pack cst has Slowness case :

• A- Transfer cst to Option Pack VDN

• B- Transfer cst to Family VDN

• C- Trouble shooting normally

3- CST has Slowness case and his POP Within Ratio your action :

• A- Handle normal

• B- Stop Trouble shooting and infporm CST with script

• C- Escalate to SLS

CST has update 'Feed us with a trace from customer side' in a Slowness case your action

• A- Check MTU and add DNS on CPE page

• B- Check with another PC and CPE

• C- Let customer send a snapshot for Google IP trace as an attachment

- Cst has update 'No problem from network side' in a Slowness case your first action

• A- Check MTU and add DNS on CPE page

• B- Check with another PC and CPE

• C- Let customer send a snapshot for Google IP trace as an attachment

We can check download rate from any website :

• False

• True

If download rate not accepted from the first time we will :

• A- Check download rate by Safe mood

• B- Add WE DNS

• C- Escalate to SLS

12- If download rate accepted by Safe Mood your action

• A- Adjust MTU

• B- Add DNS

• C- Infrom the customer that the problem is in his OS

SLA for Slowness case will be:

• A- 2 to 5 hours

• B- 48 WH

• C- 48 H

Family CST has slowness case

• A- Transfer cst to Option Pack VDN

• B- Transfer cst to Family VDN

• C- Trouble shooting normally