Tagging Update for Outage

Tagging and TAT Update for Internet Outage

New Update

This issue stands resolved. Follow the BAU process for tagging.

Hi Team, 

Please note the below tagging for all Outages-Service Affecting, Non-Service Affecting, and Service Degradation.

The updated TAT (Turnaround Time) for internet outages has been revised from 4 hours to 8 hours

Tagging: 
New complaint: Technical—No Internet—SR Raised—NFTR | Description: Outage_<Agent's name>: Customer facing no internet for the past XX hours (calculate the time from the time of interaction). Expected resolution is within 8 hours. 

If the customer is calling again within 8 hours and the ticket is closed, follow the troubleshooting steps.

If resolved after rebooting the router: Technical - Speed Issue - Reboot and resolved - FTR Description: Speed Issue_<Agent's name>: Customer faced speed issue. Asked to reboot the router and the complaint was resolved.  

Regards,
Team TPF



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