Slowness

CST has slowness case and he consumed his Quota and line speed was downgraded, CAA action :

• Escalate the ticket as speed variance case

• inform him that his speed downgraded [till the end of the monthly subscription] after consuming the basic Quota

• Add open DNS

CST has slowness in Browsing your action :

• Check download rate

• Add We DNS then restart port

• Escalate to SLS

CST has slowness in Streaming your action :

• Check if there is streaming issue on Youtube on Auto Quality

• Handle as BLQ

• Adjust MTU

Family CST has slowness case :

• Transfer cst to Option Pack VDN

• Transfer cst to Family VDN

• Trouble shooting normally

CST has Slowness case and his POP Within Ratio your action :

• Handle normal

• Stop Trouble shooting and infporm CST with script

• Escalate to SLS

We can check download rate from any website :

• True

• False

If download rate accepted by Safe Mood your action

• Adjust MTU

• Add DNS

• Infrom the customer that the problem is in his OS

SLA for Slowness case will be:

• 2 to 5 hours

• 48 WH

• 2 H

Cst has Slowness​ TKT with update 'Customer exceeded his quota' ,CCA action:

• Let customer Send a snapshot for Google IP trace

• No steps needed and inform cst that he exceeded his quota

• Inform OTS SLA

CST has update 'Feed us with a trace from customer side' in a Slowness case your action

• Check MTU and add DNS on CPE page

• Check with another PC and CPE

• Let customer send a snapshot for Google IP trace as an attachment