Tools
This tool tells us if the site is reachable
Ping
What two spots in salesforce can we search for KB's?
Universal search bar
Knowedge Articles tab of account 360
This tier of support would have the customer recognize an issue at site and call into ESC for support
Tier 1
This device type has the most tools available for it (generally) and can give you the whole picture of whats going on at site
Router
We must initiate an escalation with a NAP if an ETA for dispatch or ETR for repair takes longer than
48 hours
This tool type is currently not functional inside of pulse
graphs
If you are unsure of how a device looks or how to troubleshoot the LED status of a FGT60F router, what KB type would I open?
Device KB for the FGT60F
This tier of support would have the PAM alerts. We would be notified and reach out to the customer for T1 troubleshooting
Platinum
This is the only wireline modem we will send a Hughes dispatch to site for
Zyxel
If a NAP agent is not able to locate a customers account what type of case escalation would we create?
PIP
What information is available to us when running "Get System Arp"?
All devices connected to the ports on the router and switch as well as the devices MAC address and IP address
If I was unsure if a case escalation were to be made or how to make the escalation case for it, which KB would I open
Dashboard: ESC Escalation Processes
This tier of support the customer/HD would recognize an issue and the customer would perform T1 with the HD before we are contacted by the HD for further support
tier 3
This router is unique because it only has a WAN port which is used for the primary transport and can be configured to have lan 3 port used as a WAN2 port
FGT30E
If an account has the wrong address information on it on our side in salesforce what team would we escalate it to to get it updated
ESCEM Escalation management team
What tools can I run on a cradlepoint in NCM? (looking for just 2)
Speed Test, Ping test, trace route
This KB had general rules and recommendations for call taking and case status for follow up and case closure
Dashboard: ESC Interaction Handling
This tier of support would get PAM alerts. We would reach out to the HD and the HD would then perform T1 with the customer
Premium
Cradlepoints use these 3 carriers for their cellular wireless internet
T-mobile, Verizon, ATT
If we had intermittent issues at site and sent a tech out and the issues persisted what team would we call to check the site for us after all troubleshooting options we have available were exhausted?
ESCNE Network Engineering
What two words indicated that a transport either had or did not have internet flowing through it when running "Get Gateway Detect Status" from NMP?
Live or Die
Each customer KB has a section for instructions for handling sign off. We as ESC agents will handle sign off when techs complete which type of work order?
Repairs
Even though we have 4 levels of support for our customers it is always the best choice to check out this document for detailed instructions on how to handle troubleshooting, dispatch and sign off for each of our customers
Customer KB
This is the term that is used for the Acceleration Appliance for the HR4860 and HR4700 routers that is most common from customers and on the floor
Core2
If a tech called in to us at ESC/Frontline for sign off after repair and the HD states there are still issues at site, which team would we call over to, to transfer the tech for further troubleshooting?
FSS Field Service Support