IVR + Outage

In Planned outage, handle normally once it passed the estimated time, even it still exists?

• True

• False

Any Email sent during outages override wiki reference even if there are Different SLA / Troubleshooting steps / Message?

• True

• False

We can transfer CST to tech. Q if only package and account is active

• True

• False

In case customer has an technical issue related to online gaming... Your action

• Handle normal

• Ask CST to try with another device

• Transfer CST to tech. Q

CST has service degradation outage ... 1st SLA will be

• 1 Day

• 2 HRs

• No estimated time

If there is any [abnormal inputs] in  Admin status-Port operational status-Operational speed.-Port configured speed

It will consider as

• Data Down case

• Slowness Case

• Wrong profile case

Wrong Card & Port outage SLA is

• No Estimated Time

• 2HRs

• 5WD