System Handling

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

• Inform CST outage script  

• Renew SLA and create IR 

• Handle case  normally

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

• TRUE

• False 

In case customer follow up after the wrap up ,, your action is :

• CCA will Re-Troubleshoot with customer 

• Transfer customer  to IVR 

• CCA will continue the troubleshooting which exist on I-Report

Outages that related to Specific port or frame ,, SLA is : 

• 1 day 

• 5 working days.

• 5  days

Customer has  outage Data Down on CST 360 and call us within first 2 hours  ,, right SR is  : 

• FBB Tech Problem >> Outage - Data Down >> No estimated time

• FBB Tech Problem >> Outage – Major Fault​ >> Within SLA

• FBB Tech Problem >> Outage - Data Down>> within SLA

In case we found Submit error or Submit normally with no ticket created on TTS ,, SLA is : 

• 1 WD

• 3 WD 

• 2 WD

In case we found “DSL Exchange” name is missing while  creating ticket ,, SLA is : 

• 1 WD

• 3 WD 

• 2 WD

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

• False 

• TRUE

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

• follow TS Access denied

• escalate ticket to  IU 

• Act as outage rules 

CST has Port Time Out on Matrix , No Outage , ADSL led is Down in his CPE , No records created on IR , right action is

•  Create Record on IR Cases and inform customer  1 Hours SLA

•  Inform customer 2 Hours SLA

• Create Record on IR Cases and inform customer  2 Hours SLA