SLOW

CCA should attach screenshot from ASSIA real - time traffic

• True

• False

In case Customer complaining from slowness case, and his Download rate is not accepted from windows or safe mode , next action is :

• Let CST try with another CPE

• Ping google IP

• Escalate to SLS

If customer complaining from slowness on a certain site only , right action is :

• Escalate to SLS

• Escalate to NOC

• Troubleshoot Slowness in Browsing

• Inform customer that it is the site issue

If the customer uses IDM (Internet Download Manager) or any application specialized in download) , no need to download 3 files if speed is not accepted with 1 file :

• True

• False

EVDO Service available in ……

• Cairo & Alex

• Alex – Max zone only

• All over Government

In case customer subscribed on ADSL only & face issue in sending mails through our network

• Handle As Browsing

• Transfer Him to EMail & Hosting VDN

• Inform Customer its his Prpblem

Customer has Slowness ticket with update ( Customer exceeded his quota ) , right action is :

• Re-troubleshoot Slowness

• Escalate to NOC

• Customer can recharge his quota or wait for the next month

Customer has Slowness ticket with update ( Capacity Planning mail ) , right action is :

• Inform Customer with OTS SLA

• Escalate to NOC

• Re-Troubleshoot

After trace Google from customer side and the 1st hop > 1ms , right action is :

• Escalate to SLS

• Inform customer that it is CPE problem

• Inform Check With Another OS/PC

If the download rate is accepted with safe mode , right action is :

• Inform the customer that the problem is in his OS

• Inform the customer that the problem is in his CPE

• Escalate to SLS