Day 6_ Down Cases

1.Data down 1st SLA will be 2 Calendar days

• True

• False

2.If there was 3 logs exist during last 12 hours with minimum 1 log during last 3 hours . Handle as ?

• physical instability

• wrong card and port

• Data down

3.Customer inform us that there is stolen or cut cable in his pop while no update on Outage. What is your action ?

• troubleshoot case normal and esclated if needed

• Ticket will be escalated to IU with no troubleshooting

4. CCA should check voice verification before re-escalate any physical case to confirm on voice status and bill date to avoid any rejection on customer’s case.

• true

• false

In the case of Data Down, the SELT is measured at 150 m for the exchange and 10 m for the cabin .

• true

• false

if cst Has TE bill 35 EGP and passed grace period your action : Don't troubleshoot and inform the customer that he has to pay his bills first

• true

• false

The SLA for stolen or cut cable case is :

• 3 Working Days

• 3 Days

• 3 H