FTTH Physical Cases

For FTTH lines : Port Down outage SLA:

• 1 Day ​ ​

• 2 Days ​ ​

• 3 Days ​ ​

 For FTTH lines : In case we are handling "High Attenuation" You should act on received power value from:

: من خلال  received power value انت يجب انك تتابع  ،  "High Attenuation"   في حالة اننا بنتابع مشكلة :  FTTH  لخطوط ال

• ASSIA clear view

• E-Matrix- NST

• UNMS

For FTTH lines : WCAP Esclation SLA :

..... هتكون SLA  ال WCAP  لتصعيد  : FTTH لخطوط ال 

• 24 Hr

• 12 Hr

• 2 WD

For FTTH lines : Way of communication for voice down ticket:

..... هتكون voice down طريقة التواصل في حالة تصعيد شكوي  : FTTH لخطوط ال 

• Recorded message from 111

• Phone Call

• Call or SMS or Recorded message

For FTTH lines : CST has ''Cut cable'' outage, it's SLA will be calculated from the record creation time on IR:

IRهيتم حسبها من وقت عمل ال SLA ال  ، ''Cut cable'' outage  في حالة ان عميل عنده  :  FTTH لكل خطوط ال 

• TRUE

• FALSE

For FTTH lines : Voice down case SLA is : 

 ..... هتكون  SLA ال  Voice down في حالة مشكلة  : FTTH لخطوط ال 

• 8 Hours

• 8 Working Hours

• 48 Working Hours

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

   هيكون ايه التصرف من ناحيتك ، Data and voice down بيشتكي من  PHD  عميل  :  FTTH لكل خطوط ال 

• Create ADF TKT and inform CST with SLA

• 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

IR/Premium  و انت  راجعت ال ''No internet'' العميل لو بيشتكي من  : FTTH لكل خطوط ال 

 في الحالة دي هيكون ايه التصرف من ناحيتك global record و لا يوجد اي   outage لتأكد اذا كان في اي 

• 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:

''Caller id'' العميل عنده مشكلة  : FTTH لكل خطوط ال 

هيكون ايه التصرف من ناحيتك Huawei GPON متصل ب(F612WV6.0) ONT  و نوع ال 

• 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:

update ما هو الاجراء المناسب مع  : FTTH لكل خطوط ال

voice down في مشكلة ''Please check physical connection from customer side''

• 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