Logical Instability

Before handling logical instability case CCA should advice the customer to be near the CPE as much as he can:

• TRUE

• FALSE

Unsupported cases SLA:

• From 2:5 Hours

• 2 Working hours

• 2 Working days

Unsupported cases w of communication:

• SMS

• Phone call

• Phone call Or SMS

CST has logical instability case, Multiple Login = 3 min, Reset and Reconfigure: done, and the problem still the same?

• Escalate to SLS

• Escalate to NOC

• Let customer check the service and FUB

CST has logical instability No Multiple Login, packet loss from Google IP: 75%, packet loss from CPE IP: No CCA action:

• Disable CPE Firewall then Escalate to NOC

• Activate ping option on CPE page - if available then Escalate to NOC

• All of the above

CST has logical instability case, Multiple Login = 1 min, Reset and Reconfigure: done, Check login status: Normal, CCA action:

• Inform CST to check with another CPE

• Inform CST that problem solved

• Inform CST to check with another PC/Laptop

Logical instability ticket back with update''No problem from network side let customer check his CPE'', Your action:

• No Steps needed, and let customer check with another CPE

• Adjust ADSL Credentials

• Reset & Re-configure the CPE

Logical instability ticket back with update' 'Announcement has been sent'', Your action:

• Restart port

• Check ''Customer 360'' for any outage

• Re-Escalate to NOC

CST has logical instability TKT, After NOC 1st update: Problem Not Solved, Your next action

• Check ''Customer 360'' for outage

• Call customer: reset and configure

• Call customer to confirm that problem solved or not

CST asked about port 5060 or VOIP, CCA action:

• Ask CST to call 19776

• Handle case normal

• Will inform CST ''We provide internet service only and not responsible for any mobile application"