data down

SLA for Data Down first Escalation is

• 2 hours

• one day

• 2 days

• one working day

Power LED is down first step to

• try in another wall-plug

• Check Availability to check with another CPE and its orignal adapter

• Direct Customer to CSO to check CPE

• confirm Orignal adapter is used

Data down case escalated to

• NOC

• IU Maintenance

• Pilot-SlS

• FO-Fiber

Adsl led down and there is 3 logs exist during last 12 hours with minimum 1 log during last 3 hours , Escalated as

• Data Down only

• Instability Case

• Data and Voice down

• Voice Down only

SELT [way of detection that problem from our side] :

For Exchange SELT result :

• less than or equal 150 meter

• less than or equal 10 meters

• less than or equal 40 meters

• More than or equal 10 meters

customer Has bill more or equal to 30 EGP passed grace period

CCA should

• Handle case Normally

• troubleshoot without escalation and inform the customer to pay his bills first

• Don't troubleshoot and inform the customer that he has to pay his bills first