Sample Eleven

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NOC Problem Ticket Flow (A Procedure)

1. The client contacts the TAC to report a problem. (1-800-111-1111)

2. The TAC

· Reviews the client profile and

· Opens a Call Record recording all the client's information.

· Opens a Problem Ticket documenting the issue as described by the client by entering the following information:

· Site Address.

· Site's Hours of Operation.

· Name of the Site's Contact.

· Phone Number of the Site's Contact.

· The Severity Level (1 through 5)

· Routes the Problem Ticket to Network Operations.

· lf the ticket has a severity level of 1, the TAC

· Calls the NOC and

· Advises the NOC that a severity 1 ticket is being routed to the NOC's queue.

· When the ticket has a Severity 1 Call Record,

· The TAC updates the client hourly so that the service groups can work the ticket without interruption.

3. The NOC receives the Problem Ticket its the queue.

4. A Network Analyst

· Opens the Problem Ticket

· Accepts the ticket

· Reviews the ticket

· Starts Level 1 problem determination.

· (Circuit Issue; Router Issue, CRC Issues etc.)

· Sends a Notification Page to both

· Management and

· The Client's Paging Group.

· Pursues a resolution by opening a ticket with a TELCO if applicable

· Escalates to NETENG if necessary.

· Escalates the problem if necessary.

5. When the problem is resolved,

· The NOC

· Resolves the Problem Ticket.

· Sends a Notification Page to both

· Management and

· The Client's Paging Group.

· (The TAC'S Call Record is automatically flagged by the system with a notification that the Problem Ticket has been resolved.)

· The TAC

· Reviews the Call Record

· Calls the client for resolution verification.

· Note: The TAC attempts to call the client for resolution verification up to three times over a 72 hour period. If contact with the client is unsuccessful during that period, the TAC closes the ticket.

· When the client's approval is received,

· The TAC

· Closes the Call Record.