Troubleshooting Management

STPI is an ISO certified organization. All processes followed are well documented.

Following is the trouble shooting process:
  1. Customer can log an outage call through telephone, email, fax or SMS.
  2. 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.
  3. L1 team troubleshoots the problem and confirms the link stability status with the customer. Once customer satisfaction is confirmed the trouble ticket is closed.
  4. If the problem resolution is beyond the reach of L1 team, the call is escalated to next level for problem resolution.
  5. Known Error Database is updated with the nature of problem and troubleshooting for further speedy resolution of similar issues.