Slowness Case

If customer's pop is within ratio and has Slowness case, right action is :

• Inform customer with script

• Troubleshoot Slowness case normally

• Escalate to SLS

In case Customer complaining from slowness case, and his Download rate is not accepted from windows or safe mode , next action is :

• Escalate to SLS

• Let CST try with another CPE

• Ping google IP

If customer complaining from slowness on a certain site only , right action is :

• Escalate to SLS

• Inform customer that it is the site issue

• Troubleshoot Slowness in Browsing

If the customer uses IDM (Internet Download Manager) or any application specialized in download) , no need to download 3 files if speed is not accepted with 1 file :

• True

• False

If the download rate is accepted with safe mode , right action is :

• Inform the customer that the problem is in his OS

• Inform the customer that the problem is in his CPE

• Escalate to SLS

While Escalating Slowness Case to SLS , SLA will be

• 2 Hours

• 2 : 5 Hours

• 24 Hours

Customer has Slowness ticket with update ( Customer exceeded his quota ) , right action is :

• Re-troubleshoot Slowness

• Escalate to SLS

• Customer can recharge his quota or wait for the next month

Customer has Slowness ticket with update ( Capacity Planning mail ) , right action is :

• Escalate to SLS

• Re-Troubleshoot

• Inform Customer with OTS SLA

After trace Google from customer side and the 1st hop > 1ms , right action is :

• Inform customer that it is CPE problem

• Escalate to SLS

• Inform Check With Another OS/PC

CST has Wireless problem , Unable to Connect to Wireless , next action is :

• Try by another device

• Remove preferred network

• Enable the WIFI led on the CPE