Troubleshooting Management

STPI is an ISO certified organization. All processes followed are well documented.

Following is the trouble shooting process:
  1. Customer can log an outage call through telephone.
  2. As soon as the customer calls, a trouble ticket is generated by the FRMS and customer is given a Trouble Ticket No. and all his contacts are entered in this ticket by the duty technician.
  3. After the ticket is generated, the duty technician starts working on the trouble call based on the inputs provided by the customer.
  4. All efforts are made to resolve the problem from the NOC, if a field visit is necessary the ticket is handed over to the maintenance technician who is available in the field.
  5. Maintenance technician visits the customer site and resolves the problem.
  6. Once the problem is resolved, the same is informed to the NOC and the ticket is updated. After customer confirmation on the link status the ticket is closed.