Down and Physical Cases

The physical SLA will be 2 Calendar days .

During first escalation, troubleshooting steps shouldn't be older than 5 days .

In case customer has Voice Down Case and there is any problem effect on Data status CCA will mentioned it in ticket title, like "Voice Down – BLQ ".

CCA should attach screenshots of selected mode and Clear View result in BSS logs except Data Down .

You can escalate a voice down case even for a disable account as long as there is no cancellation order .

Overlapping case happened between two numbers in the different exchange.

If the customer ask about Caller ID transfer cst to ?

Noise Problem case should not be escalated to IU unless noise issue related to ?

Customer inform us that there is stolen or cut cable in his pop while no update on Outage. What is your action ?

if cst Has TE bill 35 EGP and passed grace period your action : Don't troubleshoot and inform the customer that he has to pay his bills first .