- Customer can log an outage call through telephone, email, fax or SMS.
- When a customer logs a call , a trouble ticket is generated and provided for the case reference with a record of customer details and problem feed.
- L1 team troubleshoots the problem and confirms the link stability status with the customer. Once customer satisfaction is confirmed the trouble ticket is closed.
- If the problem resolution is beyond the reach of L1 team, the call is escalated to next level for problem resolution.
- Known Error Database is updated with the nature of problem and troubleshooting for further speedy resolution of similar issues.