Process and Procedures

First SLA for Port time out case will be :

• 2 Hours

• 2 : 5 Hours

• 24 Hours

CST has Data Down outage and need to configure his CPE, right action is :

• Inform CST with outage script only

• Direct CST to nearest CSO

• Handle CST request normally

CST has Unplanned outage related to Specific Frame , First SLA is :

• 2 Hours

• No Estimated time

• 5 Working Days

CST has Unplanned outage ( Wrong Card & Port ) started on 02:00 PM , Called us 1st time @ 03:30 PM , Right SLA is :

• 2 Hours

• No Estimated Time

• 5 Working Days

Customer has Unplanned outage ( Data Down ) , CCA informed him that he within 2 Hours SLA , right SR is :

• FBB Tech Problem > Outage - Down Management > within SLA

• FBB Tech Problem > Outage - Data Down > No estimated time

• FBB Tech Problem > Outage - Data Down > within SLA

CST has Access Denied on Matrix , No Outage , ADSL led is Down in his CPE , No records created on IR , right action is :

• Reset & configure

• Create Record on IR Cases and inform CST 2 Hours SLA

• Follow normal troubleshooting

In case we found Submit error on BSS with "no ticket created on TTS" , right action is :

• Create IR-cases with 1 WD SLA

• Create IR-cases with 2 WD SLA

• Create IR-cases with 3 WD SLA

In case we found “DSL Exchange” name is missing while creating TT on BSS , right action is :

• Create IR-cases with 1 WD SLA

• Create IR-cases with 2 WD SLA

• Create IR-cases with 3 WD SLA