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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