FTTH physical cases

For FTTH lines : Port Down outage SLA:

• 1 Day

• 2 Days ​ ​

• 3 Days ​ ​

For FTTH lines :

: من خلال received power value المفروض نراجع "High Attenuation" في حالة اننا هنتابع

• ASSIA clear view

• E-Matrix- NST

• UNMS

For FTTH lines : WCAP Esclation SLA :

• 24 Hr

• 12 Hr

• 2 WD

For FTTH lines

: voice down ticket طرق التواصل في

• رسالة مسجلة from 111

• مكالمة

• مكالمةor SMS or رسالة مسجلة 

For FTTH lines

IR creation من وقت SLA هيتم حساب ''Cut cable'' outage العميل عنده

• TRUE

• FALSE

For FTTH lines : Voice down case SLA is : 

• 8 Hours

• 8 Working Hours

• 48 Working Hours

For FTTH lines : PHD CST has Data and voice down case CCA Action :

• Create ADF TKT and inform CST with

• Ask CST to follow with his compound support 

• Create UNMS TKT 

For FTTH Lines:

CST has ''No internet'', CCA checked IR/Premium to make sure if there is an updated outage, global record not found, CCA action:

• Ask CST to contact us after 1 Hour

• Follow troubleshooting normally

• None of the above

For FTTH Lines: CST has ''Caller id'' issue, ONT type (F612WV6.0) connected with Huawei GPON, CCA action:

• Inform CST ''Cut cable'' outage script and SLA

• Inform CST ''The responsible department has been informed that the service has not been activated yet for you, and we are waiting for their response ASAP'' 

• Inform CST to follow with his compound support 

For FTTH Lines: The needed action for ''Please check physical connection from customer side'' update on voice down case is:

• Contact the customer to check P2P connection with another phone and cable

• The case have to be escalated to FO team to check fiber .       

• FTTH team have to change it if it is not out of warranty