Process and Procedures

Customer has Planned Outage (Down ) and call us after estimated time And Has Data Down Case ,, your action is

• Handle case  normally

• Renew SLA and create IR

• Renew SLA and create IR

In case BSS became down within troubleshooting with customer , CCA will update full troubleshooting steps done on I-Report TKT

• True

• False

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 ticket ,, SLA is :

• 
  1 WD

• 2 WD

• 
  3 WD

CST has Access denied on Matrix , there is  Outage  Data Down  on  CST 360  ,, right action is

• escalate ticket to  IU

• 
  follow TS Access denied

• Act as outage rules

Port time out and Access denied  cases override Disable as it consider a normal behavior

• True

• False