Day15- Logical Instability (matrial)

IF CST has logical instability , multiple Login less than or equal 3 min , made reset and reconfiguration with him and still the same issue . Your action is …..

• Check with another CPE

• Escalate to NOC

• Escalate to SLS

If CST has logical instability , no multiple Login  , you can follow with him by using smart phone.

• True

• False

IF CST has logical instability , no multiple Login , CST has smart phone and after ping on Google IP you find packet loss 35 % your action ……

• Check with another CPE

• Escalate to SLS

• Ping on CPE IP by using PC with Cable

IF CST has  packet loss from CPE IP 5 % , your First action is ……

• Inform Customer that there is no problem from WE Side and We will help as much as we can

•  inform CST to check with another CPE

• Restart Port

If CST not supported by ASSIA and told us that the ADSL led is stable inthe CPE all the time but  ADSL service is no stable  that's meaning the problem is ……

• Logical Instability

• Physical Instability

SLA for Unsupported Case Will Be:

• 48 H

• 2 : 5 H

• 2 H

IF CST has logical instability and Multiple Login more than 3 min , your next step is …….

• Reset and reconfigure

• Check with another CPE

• Connect from main

If CST has logical instability case and need to make reset and configuration , you must used HDM tool if CST has CPE (WE).

• True

• False

After T.S With CST Complaint from Unsupported Case  CCA Action :

• Escalate Unsupported Case

• Direct CST to CSO

• Inform Customer that We provide internet service only

Way of Communication For Unsupported case :

• Call and SMS

• Call , SMS and Recorded Message

• Phone call