Day 11 Slowness

If download rate not accepted from first time we will?

• Check download rate by safe mode

• Escalate to NOC

• Add WE DNS

You should restore the default windows option after customer checked the download rate in safe mode option?

• True

• False

CST has Slowness case and his POP congested, your action?

• Handle normally

• Escalate to SLS

• Stop troubleshooting and inform CST with script

If the customer complaint from slowness in streaming only, you can ask him to adjust the resolution of video to be “Auto” ?

• True

• False

What is the right SLA for Slowness case?

• 24 hours

• From 2 to 5 Hours

•  2 Hours

you can direct customer to download from Egybest.com to check his download rate ?

• True

• False

In case customer complaints from slowness case, while his download is not accepted. However, it’s accepted from safe mode. What should be the right action?

• Escalate to NOC

• Inform customer that it’s a PC/OS problem

• Let CST try with another CPE