Brief

You are a customer service Representative for “Voxility” and you have just received the
email below from a customer (see below)
You have 20 minutes to complete this assessment in full:
• Please read the email and note what / if, any investigation is needed
• Note how you imagine this customer to be, from the email?
• Create a response to the customer

From: Michelle
To: "customerservice@voxility.com
Date: TODAY!
Subject: Server won't turn on

REF: 320589
Good morning, my server won't turn on... I already tried to reboot, force restart, force shutdown and even

completelydisable the network and nothing seems to work.

Thanks

Michelle

Supporting documentation to help:

[HOW TO CHECK SERVER CONDITION]

• Check if the server can receive ICMP, TCP or UDP requests.

• Try force starting/restarting the server.

• Try to make a backup of the client information into the cloud .

• Check for any missing billing orders.

[Network]

• Check port 22 ( TCP ), 53 ( DNS ), 80 ( default ), 3389 ( MySQL ) and 8080 ( HTTP Admin).

[IMPORTANT]

• Before you try anything make sure to backup all the customer information into the cloud.

• Check the network for any incoming/outgoing suspicious packages.

• Try creating a guest client and loggin into the server if port 22 is open and accesable.

• If the customer have any non completed bills make sure to let them know.

• If you successfully login to the guest client let the customer know and check for any corrupted root packages.

• Once the server is up and running again make sure to put it on the watch list.

[ You're response to the email and what are the step you'll take. ]