Create Notation

C – Concern: to indicate the Vendor Name (for QA’s reference), Fault Ticket number and specific issue/complaint or request of the customer
A – Action: to indicate the diagnostic tool result or FLM findings and the action taken for resolution

Example content to indicate in Clarity Comments:
C – Vendor Name / FT#XXXXXXXX / Specific concern or issue
A – TS / FLM findings / Diagnostic Result / Advised repair SLA

Diagnostic Result

• SPS-UI/NMS Skin

  • Port Information/Service ID

  • BW Code

  • Rx Power

  • Number of Connected Devices

• ClearView Result

• DMS

• Outage/Downtime Advisory

Example:

C – INF-INB / FT#12345678 / NIC-NO POWER LIGHT
A – TS / DEFECTIVE MODEM / ADVISED 3-4 DAYS SLA/ CV Reco: No action can be recommended due to data collection issue

• FOR NIC
  SPECIFIC CONCERN/FLM FINDINGS/OPTION82/CV RECO/Repeat complaint in 30days (if recurring)
  ex. NIC-CANNOT BROWSE/DEFECTIVE MODEM/SPRHUOL002_1/2/3/0/WITH FTTH LINE PROBLEM/RPT05
  

• FOR SIC
  SPECIFIC CONCERN/FLM FINDINGS/OPTION82/SPEED TEST RESULT/CV RECO
  ex: SIC-FREQUENT DISC/RX PWR -27dB/CVEHUOL001_1/2/3/50Mbps vs. 100Mbps/ONU PERFORMANCE IS DEGRADED
  

• FOR LAN PORT ACTIVATION
  SPECIFIC CONCERN/OPTION82/MODEM TYPE
  ex: ENABLING OF LAN PORT 2&3/MOLFEOL002_14/2/5/0/FIBERHOME
  

• CGNAT ACTIVATION or DEACTIVATION
  SPECIFIC CONCERN/OPTION82
  ex: CGNAT DEACTIVATION or REQUEST TO BE INCLUDE IN CGNAT/MOLFEOL002_14/2/5/0
  

• Handling of Request on Bridge/Route Mode Configuration
  SPECIFIC CONCERN/OPTION82/MODEM TYPE/SERIAL NUMBER
  ex: REQUEST OF BRIDGE or ROUTE MODE/MOLFEOL002_14/2/5/0/FIBERHOME/FTTH123456789

VENDOR-WG_Agent Name:

FT #:

FOLLOW UP "BEYOND / WITHIN" SLA

FOLLOW-UP COUNT:

FT WORKGROUP:

FT AGE:

REMARKS:

Hitlist Enroll
Date Escalated:

C- Customer’s Concern
A- Action Done: Indicate Alternative Service Package offered. No need to add other details in the existing format (ie FT#, Type, Date Created since visible already in FUSE)

• If ACCEPTED include accepted package, effectivity date of alternative service, & nominated SMART prepaid SIM number where data package will be credited if accepted SMART data package offer.

Sample: Gave Alternative Service <specific package> effective <date>. <Nominated SMART/TNT prepaid SIM number if applicable>.

• If DECLINED, indicate offered Alternative Service Package & reason for declining.

Sample: Offered Alternative Service <specific package>. Customer declined due to <reason>.