CS Severity Level - Pre Test

Merchant reach out to CS Agents, saying that ALL of their transactions keep failing and their end user can not paid their order. Which Sev Level is this inquiries?

• Sev 2

• Sev 1

• Sev 4

• Sev 3

Severity Level 1 Resolution time is 12 Hours

• TRUE

• FALSE

CS Agents can mention @cindy if after 1,5 hours of no update from product team

• TRUE

• FALSE

Answer explanation

You can mention Cindy after 2 hours of no updates

CS Agents have to escalate it to management for ALL Severity Level that has passed the SLA for their visibility

• TRUE

• FALSE

Answer explanation

Only critical issue and major severity level needs management visibility

Symptom: Above 20% transaction requests are repeatedly failing in specific period of time. What is the Severity Level?

• Sev 5

• Sev 3

• Sev 1

• Sev 4

Fist Response Time for Severity Level 6 is more than 24 hours

• TRUE

• FALSE

Symptom : Above 40% of transaction requests are repeatedly failing. What is the Severity Level?

• Sev 6

• Sev 1

• Sev 4

• Sev 2

Symptom : Above 30% of transaction requests are repeatedly failing in a specific period of time (e.g unable to create a transaction, unable to send API request to Xendit endpoint, etc). What is the Severity Level?

• Sev 3

• Sev 2

• Sev 1

• Sev 4

Merchant Severity Level discusses impact to merchant's business.

• TRUE

• FALSE

From the case above, what can CS Agents probe to determined the right severity level?

• Number of transaction affected, list of transactions affected, and affected amount

• No need to probe

• Number of transaction affected, list of affected transactions, and business emails

• Business emails, BID, which service is affected

Answer explanation

The answer is: A. Number of transaction affected, list of transactions affected, and affected amount.

Because BID and business email can be found on the email body, and merchant has inform which of our services that is affected.