Worksheetsdata down
Total questions: 6
Worksheet time: 30mins
SLA for Data Down first Escalation is
2 hours
one day
2 days
one working day
Power LED is down first step to
try in another wall-plug
Check Availability to check with another CPE and its orignal adapter
Direct Customer to CSO to check CPE
confirm Orignal adapter is used
Data down case escalated to
NOC
IU Maintenance
Pilot-SlS
FO-Fiber
Adsl led down and there is 3 logs exist during last 12 hours with minimum 1 log during last 3 hours , Escalated as
Data Down only
Instability Case
Data and Voice down
Voice Down only
SELT [way of detection that problem from our side] :
For Exchange SELT result :
less than or equal 150 meter
less than or equal 10 meters
less than or equal 40 meters
More than or equal 10 meters
customer Has bill more or equal to 30 EGP passed grace period
CCA should
Handle case Normally
troubleshoot without escalation and inform the customer to pay his bills first
Don't troubleshoot and inform the customer that he has to pay his bills first
