Process for L1 team

Customer register his complains to Centralize Technical Desk either through Email or Phone and ask for TT. On
Receiving Customer Email or Call, understand the Customer Problem

 Check whether a TT is already is already generated in IMS by Proactive system, if available; share the IMS
TT number with the customer else created a TT in IMS
 Share TT number with customer and inform him our default ETR of 4 hrs. (Initial mail to customer Format
mentioned in end of this document file.
 L1 Team has to perform this task with 30 min from the time issue reported through mail by customer /
respective team. And has to perform this task immediately when call from customer received at
respective L2 team.
 L1 Team engineers mob no’s and enterprise technical desk mail id are provided to customers for call
logging. All L1 Team mob no’s are shared with customer at first level. In case customer called and L1 team
engineer not in shift then he has to take L2 shift engineer on call and mapped customer call with him.
 L1 team has to Perform Troubleshooting- Team will refer CRM database to troubleshoot the TT. Team will
download CRM database on daily basis from server http://203.90.66.83/Performance-Dashboard.asp.
 L1 Team will refer CRM database to get the link details.
 L1 Team will refer core router details from router sheet provided by MPLS.
 L1 Team will check customer WAN ip / VLAN by logging PE router of POP location under which calls are
logged.
 If WAN ip / VLAN not reflect in POP location PE router then L1 Team will check VRF ID of MPLS customer
by using command sh ip vrf int | in / sh ip vrf int | in VLAN ID.
 L1 Team will put command sh ip route vrf vrf name wan ip to get the terminated router of link.
 L1 Team will check customer WAN ip whether it is pingable or not, by logging PE router via using
command ping vrf vrf name wan ip.
 If WAN ip is pingable then L1 Team will check Dynamic protocol uptime logs.
 In case of any issue in the link, L1 Team will categorize mail in which TT was logged for customer to
respective L2 team for further CE FLT, B2B TT logging and progressive updates to customers, followup
with respective SP for resolution.
 In case, L1 Team found link to be up, Wan ip is pinging and dynamic protocol is up and customer Hub to
spoke connectivity is also fine then L1 Team will share logs to customer and will close TT from IMS in no
downtime observed.
 Post 6 pm, Night hours, Sat and Sun or in case any L2 engineer handling respective category like PBSO,
TDN LM(Except Banks, Ujjivan, Hitachi and Manappuram), Bank 1 (ICICI, Axis, Indusind, IDFC), Bank 2
(HDFC, HDBFS, IDBI, Saraswat), Ujjivan, Manappuram & Hitachi not available in shift then L1 person has to
perform process of L2 team also along with his responsibilities. L1 Team will have to track IMS portal in
every 30 min.
 In case Customer register his complains through portal. L1 Team will perform troubleshooting and
perform process of L2 team.

Process for L2 team

 L2 Team will do FLT once reactive TT is generated and mail categorize to them.
 Incident Statusing- L2 Team will log B2B docket with LM provider and update the same in IMS TT within 30
min.
  L2 Team track closure of TT, provide progressive update to customer mail in every 1 hour and follow the
Provider escalation matrix.
 In case issue will not resolved within 4 hours then team will keep following up provider escalation matrix
and highlight case internally to team manager. Team manager will understand details and expedite
resolution.
 L2 Team will update TT in IMS immediately after getting updates and ETR from provider on docket
 Once TT is resolved, L2 Team will verify satisfactory working status, capture logs, close TT, update status
on TT and update to concerned stake holders along with details on actual resolution time and first cut
RFO. In case even first cut RFO is not understood, same shall be mentioned as RFO pending.
 L2 Team will track RFO pending cases in their handover and will share detailed RFO once received.
 L2 Team will track IMS portal in every 30 min.
 In case Customer register his complains through portal. L2 Team will perform troubleshooting
 L2 Team will refer CRM database to get the link details.
 L2 Team will refer core router details from router sheet provided by MPLS.
 L2 Team will check customer WAN ip / VLAN by logging PE router of POP location under which calls are
logged.
 If WAN ip / VLAN not reflect in POP location PE router then L2 Team will check VRF ID of MPLS customer
by using command sh ip vrf int | in / sh ip vrf int | in VLAN ID.
 L2 Team will put command sh ip route vrf vrf name wan ip to get the terminated router of link.
 L2 Team will check customer WAN ip whether it is pingable or not, by logging PE router via using
command ping vrf vrf name wan ip.
 If WAN ip is pingable then L2 Team will check Dynamic protocol uptime logs.
 In case Wan ip is not pingable or Dynamic protocol uptime is low then L2 Team will perform CE FLT.
 L2 Team will log B2B docket with LM provider and update the same in IMS TT within 30 min.

Initial mail format.

Dear Customer,

Greetings from Tikona!!

We are checking the issue with concern team, kindly allow us some time.

Please be assured that we would pursue the same and keep you updated via mail .

Default ETR is 4 hours.

PBSO links Questionnaire based on

1 What is the circuit built up with main and protection path?

 2 What is the exact issue in main path and protection path?
3 Since when main path is down and since when protection path is down?
4 What is ETR on main path and ETR on protection path?
If LM is on RF and LM is down then please confirm, Is LM RF managed or
not? If it is managed, which RF device is unreachable, BTS radio or CE
5 radio?

If LM RF is unmanaged then please send FE immediately and share FE

details to isolate the issue? In parallel, please share plan to attain
6 manageability.
If LM is on copper and LM is down then please send FE immediately and
7 share FE details to resolve the issue.
If ETR shared by SP is > 4 hours

L2 Team has to put mail as

ETR is not acceptable. Resolution TAT is 4 hours which is getting breached as per ETR provided by you. Please
share reason of delay and share immediate plan to restore the link.

If ETR is about to expire (before 15 min to expire)

ETR is about to expire please confirm whether it will resolve in next 15 min or not else please confirm reason of
delay and share progress in restoration and revised ETR.

BSNL / MTNL links

 CAPL FM engineer will log B2B docket in CAPL portal within 10 min and share modem indications in their
portal within 30 min.
 Team will follow CAPL escalation matrix and coordinate with FM engineer to get an early update.
 CAPL FM engineer will put progressive updates in Tikona CRM and close IMS TT with proper downtime
and problem resolution category.
 Toll free no of logging complaint of BSNL MPLS links is 1800-4251-957.

TDN Links:

 In case of TDN LTE link, L2 engineer will check CPE status in Nagios, perform CE FLT and raise Seibel TT
with CPE logs.
 L2 engineer will coordinate with TDN Mumbai support team and will track for satisfactory resolution of TT
within 4 hours.
 L2 engineer with coordinate with end and 3rd level of escalations which are Rajendra Kadam and Shantanu
now and ensure resolution within 4 hours.
 In case of TDN LM link, L2 engineer will perform CE FLT and raise Seibel TT.
 L2 engineer will coordinate with TDN Mumbai support team and will track for satisfactory resolution of
TT within 4 hours.
 L2 engineer with coordinate with end and 3rd level of escalations which are Rajendra Kadam and Shantanu
now and ensure resolution within 4 hours.