Titles Format:

[Case Number]: [Complaint Category] [THD Update]

Guidelines:

MSISDN:
IMSI:

Phone
No
Slow Connection
Unable to Connect
Frequent
Disconnection
Unable to Browse
Unable to Make
Call
No Network
Summary of
Issue
Date/Time of Customer Experiencing
the Issue

IMS
I

Complaint Category:
Problem Description:
Date/Time of Issue:

THD Initial Findings &

Analysis

THD Analysis:

Last Camped Cell ID

[Include SWAT/CDR
Attachment]

Cell ID:

Customer Lat Lon & Address

[Include Google Earth Attachment - Site, Coverage Plot, Distance
Customer to Site]
Average Subscriber Usage in Mbyte
[Include SWAT Attachment]

Customer Location& Address:

Daily Usage:

Outage:
Active User Number
Complaint:
Spectrum Scan:
Cell Availability:
Call Setup Success Rate:
Drop Call Rate:
Handover Success Rate:
CS Fallback Success
Rate:
Maximum DL Cell
Maximum UL Cell

Outage during Date/Time of Issue

[Include Alarm Snapshot from
EMS/Info Board]
User Number from
EMS

during Time of

OK or NOK
[Will provide step by step to
THD Later]
OK or NOK (NOK if <99.5%) If Cell Availability < 99.5%, THD Will
Escalate Direct to ASN
OK or NOK (NOK if <
99%)
OK or NOK (NOK if >
1%)
OK or NOK (NOK if <
97%)
OK or NOK (NOK if <
97%)

[+Mbps]
[+Mbps]

Throughput:
Throughput: