Wrong Card and Port Case

Customer has Wrong Card and Port ticket on TTS and problem solved after Resplitted done from IU team , right SR is :

• FBB Tech Problem > Wrong Card & port > Not Wrong Card and Port

• FBB Tech Problem > Wrong Card & port > Re Escalation

• FBB Tech Problem > Wrong Card & port > IU-Resplitted

Customer has WCAP Ticket with update from IU ( Port verified ) and CST still face the same problem you will :

• Escalate to IU

• Re-troubleshoot

• Let customer connect from his main

Customer has Wrong Card and Port case in IU and called us after 3 days from escalation , ticket still in IU , right SR is :

• FBB Tech Problem > Wrong Card & port > Follow Up

• FBB Tech Problem > Wrong Card & port > Follow up After SLA

• FBB Tech Problem > Wrong Card & port > Re Escalation

CST has ticket on TTS with update ( Global number of ports, mail sent to responsible team ) and there is outage exist on CST 360 tool , right action is :

• Inform the customer that follow up team will follow with him during the day

• Act according to the outage rules

• Escalate to IU

Customer has ticket on TTS with update ( Major Fault Problem ) with estimated time from IU team ( 5 Days ) , which SLA you will inform the customer with :

• 3 Days

• 5 Days

• No Estimated Time

Installation visit will be For New customers ( within 30 days from the activation date on TTS ) only :

• True

• False

Leased line Customer asking about Sales issue , right action is :

• Transfer Customer to Sales New

• Transfer Customer to Account Management

• Inform CST to call 19776

If Customer asked for credentials [UN and PW] without facing technical issue , CCA should direct him to use WE app to get his credentials next time :

• True

• False