outage

In case No Password in customer 360, and customer ask about them , your action is

• Transfer customer to sales

• create IReport on ireport/cases and inform sla 1 day

• inform him that No password exist and no estimated time to solve that

- In case there’s BSS Error “submit error”, SLA will be …

• 2 wd

• 3 wd

• 24 working hours

In case customer has port time out, your first action is

• Creat Ireport/cases with sla 2 hr

• Create Ireport/cases with sla no estimated time

• ask about adsl led and Check logs on NST and check if customer obtain IP

If customer has outage with 2 hr sla and mail sent with outage for 4 hrs SLA , what SLA you will deliver to cst

• Outage SLA

• Mail SLA

• BOTH

If customer face unplanned outage since 4 AM , and cst contact us at 5 PM , what’s CCA action

• Inform cst with sla 2hr

• Inform cst with sla no estimated time

• Troubleshoot norma

Customer has planned outage from 4 AM to 7 AM , and customer contact us 7:30AM what’s your Action ?

• Sla no estimated time

• Troubleshoot normal

• SLA 2 hr

Voice cases only can be handled in case of port time out or access denied .

• True

• False

​Way of communication in case Wrong matrix profile is

• Call or SMS

• Call or SMS or recorded message

• call