WCAP

Maintenance Visits fees are 75 L.E without VAT:

• TRUE

• FALSE

​Maintenance Visits SLA:

• 72 hours for both IU Maintenance & MV

• 48 hours for both IU Maintenance & MV

• 24 hours for both IU Maintenance & MV

CST has Internet Not working case, ADSL led : Up, Matrix status: Down, So you will troubleshoot with CST as:

• Voice down case

• Data down case

• Wrong card and port case

Status while escalating installation visit to CST will be:

• Waiting for customer

• Open

• Waiting for research

CST has no internet, Not obtained IP, Router ADSL LED (VS) Matrix Status: Both UP, CCA first action will be:

• Ask CST to check CPE at CSO

• Let CST to try from mainwire

• Restart Port

CST has WCAP case: Matrix status is down, ADSL led is up, CCA next action will be:

• Escalate case to IU

• Check Log IP

• Direct CST to CSO

CST has WCAP case and ADSL led is down, after connecting from main ADSL led still down, CCA action:

• Direct the customer to CSO to check the CPE

• Reset Hard and re-configured Then Escalate to IU

• Escalate to IU

CST has WCAP ticket with update''Port verified, Customer up'', Your action:

• CST has WCAP ticket with update''Port verified, Customer up'', Your action:

• Re-escalate the case to IU

• Re-Troubleshoot the case

CST has ''Major Fault Problem'' update on his Data and voice down ticket with no estimated time from IU team and thire was no outage exisit, CCA action:

• Inform CST that problem solved

• Inform CST ''This global issue in Ground network''

• Re-troubleshoot with following normal process

Pending Migration update means:

• Customer's line is transferred from exchange to cabin and waiting TE action

• Cst subscribed with another provider

• External problem- cable maintenance needed