Telecom

When customer says, i am unable to send emails, unable to reach particular sites, or my IP have been blacklisted please do it in whitelist!

"Instant IP address lookup" link - https://whatismyipaddress.com/ip-lookup

Take IP address from the customer and go to "Instant IP address lookup" - website

Take the IP and paste it in the search box

Check ISP: (Internet service provider) - belongs to Sify or not

If IP belongs to : Sify limited, check whether IP got blacklisted or not

To check whether IP is blacklisted

MX Tool Box: https://mxtoolbox.com/SuperTool.aspx?action=blacklist%3a202.144.127.104&run=toolpage

Kindly paste the IP in the blacklist check

click on blacklist check option

If the IP is blacklisted it will show us in "LISTED" and create a CS ticket in ServiceNow portal

If IP is not blacklisted, it will show us in "OK"

If IP is blacklisted, proceed to check with PTR records

To check PTR Records: DNS Check propagation Tool: https://dnschecker.org/#PTR/223.30.27.10

Go to DNS tool and paste IP in the search box and select PTR in the dropdown and click "SEARCH" option

If NO PTR records are not found it will be in Cross symbol "x"

1. If PTR records are found, it will be in all green ticks. Kindly find below screenshot for reference

If PTR records are not found for the mentioned IP, kindly proceed with below steps:

Raise the CS ticket in the service now portal and follow the below template and mail to customer

Dear Customer,
Thank you for contacting Sify.
Sify Trouble Ticket ID "CS*******"
Regarding the black listing of your IP, we need the below details in order to proceed for delisting.
1. Please share us since how long you are using this IP?
2. Please share the impact to your organization due to the blacklisting this IP:
3. Kindly share the bounce back email if any, while sending emails to particular/all domains.
4. To which device the mentioned IP is currently assigned to?
5. There is no valid PTR records for the given IP , kindly share the Host name to create the PTR records.

After getting those details from the customer kindly forward all these details to "corporate_provisioning@sifycorp.com" and "dnsadmin@sifycorp.com" and "Service Desk" , kindly find below screenshot of template

If PTR records are found for the mentioned IP, we need to loop this both teams "corporate_provisioning@sifycorp.com " and "MSS FORTKNOX" mss.fortknox@sifycorp.com"

Use below template to forward team:

Dear Fortknox team,
Kindly whitelist the below ip: 223.30.83.162
Dear CP team,
Kindly confirm us the below mentioned ip is belongs to which customer.

Regards, YOUR NAME

Once the IP is whitelisted "hence we can close the ticket by updating to the customer"

Note: if there is any spam/ severe attack on activity/ - we can't help in such cases. Kindly follow this template with screenshot after getting confirmation from the internal team mail

Dear Customer,
Our sincere apologies for the inconvenience caused due to the reported issue.
The following IP is blacklisted in Uceprotectl3 RBL
The below IP is blacklisted under UCPROTECTTL3 which can't be whitelisted by manual request.
IP Addresses that are on blacklist are removed after some days from the RBL . This is an automatic process from RBL. For this type of blacklist, we cannot raise a request form our side in order to get it whitelisted.
Requesting you to kindly clean the IP environment. So the IP will be automatically whitelisted when the harmful/malicious private ip's has been removed to get the faster resolution and it also help us to whitelist the IP with an immediate effect.
We are parking this case under resolved status, kindly check and revert us to proceed further.

Kindly find the resolved template for IP whitelisting

Good Evening,
Dear Kudan/Kalpesh,
Our sincere apologies for the inconvenience caused due to the reported issue.
Below mentioned IP has been whitelisted.
Kindly find the below screenshot.
119.226.11.96
we are parking this case under the resolve state. Please check and revert us back if there is any issue within 24 hours
Thank you for your cooperation and support.
Regards
YOUR NAME

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Jyothi Sri Kavya & Kanumuri Priyanka	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	19/02/2022	18/12/2022
Surya Korlapati	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	18/12/2022	18/12/2022

Implementation of New Link:

Sales Team will receive a request for New Link Installation.
Sales Head will check the Companies authorization and approve the request to proceed further.
After the approval of Sales Head, it will assign to an PM - Project Manager to check the feasibility and PM will take the responsibility to complete the project on time.
Internal team will create OSC Opportunity ID to customer to find customer complete details at one point.
Customer must agree with company norms and need to sign on the agreement with companies authorized stamp.

FEASIBILITY:

One of the engineers from Sify will visit the Location to check the availability of our service at Customer Site.
Sify Team will take charge to proceed further.
Check with regional team who will be available at nearby location like (Tata, Airtel, BSNL, Bharathi, TCL, etc)
After the completion of Feasibility, Project Manager will release a PO – Purchase Order which includes complete cost and infrastructure needed for the New connection at particular location.
After receiving PO from customer, a special RDSE – Regional Service Delivery Engineer will take handover for installation of required hardware to customer location.
Commercials and Hardware parts are released from nearby stores to customer location.
RDSE or Sify Field Team will Install the Hardware parts at Customer Site.
Internal Team will generate a unique Link ID and it will be added into IONI and AAKAASH Portals.
After completion of On boarding, link will be handed over to Service Operations Team for Maintenance.

Workflow:

Sales Team Head Approval
Assign to Project Manager
Creating OSC Opportunity ID
Agreement with Customer
Feasibility Check
Releasing Purchase Order
Shipping Hardware material to Site
Installation of Hardware
Link Onboarding
Handover to Service Operations

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Surya Korlapati	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	18/12/2022	18/12/2022

Connectivity Issues:

Request circuit ID from customer and check the basic details with customer
Check the status of the link whether it is in Disconnection or Open or Closed status
Check whether there is an active ticket on the reported issue by customer
If ticket is available on the reported issue, share the latest update to customer
If ticket is not available raise a ticket under reported issue and fill basic details like email ID and LC number

Then we have to Perform the FLT(First Level Trouble shooting). Checkpoints to be follow

1. Is the Site open now?
2. Do you have power at the site?
3. Are the devices at site powered on?
4. Is site access available to our Field support engineer?
5. Please make sure the devices are powered off and powered on

Write a single line note in work notes about the exact reported issue by customer

Raise a new ticket under link down or Link flapping or Packet drops (According to the reported issue) and share it with customer

Utilization Graph Related:

Request circuit ID from customer and check and basic details
Login into AAKAASH Portal with customer credentials
For example :- Username - ADMIN_414376 then the credentials will be Username:- ADMIN_414376 and password:- sify414376
Search with circuit ID and Check whether the graph is polling or not
If graph is polling download the report based on the customer requirement and share it with customer through PDF Format
If graph is not polling raise a ticket under Utilization graph related and assign to concern department for resolution.

SelfCare Portal Issue:

If Customer reaches us by saying that “I’m facing some technical issues in AAKAASH Portal”. Like: unable to login, link IDs not visible, escalation matrix is not showing, unable to log ticket.
Request circuit ID from customer and check and basic details
Check the status of the link whether it is in Disconnection or Open or Closed status
Check whether there is an active ticket on the reported issue by customer
If ticket is available on the Self Care Portal issue, share the latest update to customer
If not Available, kindly raise a new ticket under Self Care Portal Issue and share with Customer looping concern Team

Unable to Open Particular site:

If customer reached us saying that im unable to open one particular website or getting some error while opening an website
Request circuit ID from customer and check the basic details with customer
Raise a new ticket under Unable to open particular website and assign to concern team for resolution

Configuration Related:

If customer need to do some changes or configurations at customer end router
Request circuit ID from customer and check the basic details with customer
Raise a new ticket under Configuration Related and assign to concern team for resolution

Reason for outage:

Request circuit ID from customer and check the basic details with customer
Request customer to share the down time along with logs
Raise a ticket under Reason for outage by filling the basic details and outage timings in work notes
Share the Ticket ID with customer and loop concern Service Operations Team

General/Others:

If customer requested for a general issue like requested for link details, to know router configurations and other general issues will be categorize as General query or Others
We need to raise on General Query or Others if customer reaches us by above mentioned general issues

New Requirement:

If customer reaches us by saying he require an Sify engineer for maintenance activity and Link shifting
Request circuit ID from customer and check the basic details with customer
Raise a new ticket under New Requirement and share it with customer by looping concern team

Customer requested for UP & Down time report:

If customer requested to provide the UP time or Down time report , we need to take circuit ID and check with basic details
We have to login into AAKAASH Portal with the customer credentials and click on Availability module > ticket based SLA(Service level availability) and search with link ID to get the report
Download the report in PDF format and share it with customer

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Surya Korlapati	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	20/12/2022	20/12/2022

Step 1: Go to Aakash Portal and log in the same
Step 2: Click on Menu and select My Assests option
Step 3: click on All Assests option
Step 4: Go to Link Inventory Option and Copy the device IP pertaining to the link ID.
Step 5: Go to Device inventory and paste the copied Device IP
Step 6: You will find the Router Serial Number

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	14/06/2024	14/06/2024

If customer requested for New Services from Sify Network or Sify Data Center:

1. We need to take basic details from customer
Customer name:
Contact number:
Location:
Customer email ID:
2. After receiving the basic details from client end, need to forward the details to SALES TEAM
3. Kindly find the below structure to forward New subscription details to internal team

To: kavitha.muthu@sifycorp.com

CC: gomathi.sitaram@sifycorp.com; julian.dmonte@sifycorp.com; raja.sekharam@sifycorp.com; helpdesk@sifycorp.com

Workflow:

Request the basic details from customer
Forward to Sales Team

Below is the step-by-step process to complete the analysis checklist:

Step 1: Need to take the basic details from Customer

Step 2: Forward the details to Sales Team

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Surya Korlapati	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	18/12/2022	18/12/2022

Temporary Disconnection:

If customer failed to pay the bills on time, the link will be automatically disconnected
Process 1 - Fusion Collection Team Initiate > Service Now TD (Success) > Temp Disconnected

Temporary Re-Connection:

If customer proceeds to pay the bills after temporary disconnection, the link will be reconnected and it will take 24 hours to reflect after receiving payment
Process 1 - Fusion Collection Team Initiate > Service Now TD (Success) > Re-connected
Process 2- Fusion Collection Team Initiate > Service Now TD (Fail) > CPE Team > Re-connected

Permanent Disconnection:

If customer requested for Permanent Disconnection, need to forward the request to sify.creditcontrol@sifycorp.com
Process 1 -Oracle (Collection Team Raise Request) > Service Now PD (Success) > Fusion Asset Recovery Team (WSG) > SOT Team > Disconnected
Oracle (Collection Team Raise Request) > Service Now PD (Fail) > Fusion CPE Initiate PD > SOT > Commercial Team (Other Lastmile) > Disconnected
Process 2 - TD Links (After 60days) > Service Now PD (Success) > Fusion Asset Recovery Team (WSG) > SOT Team > Disconnected
TD Links (After 60days) > Service Now PD (Success) > Fusion Asset Recovery Team (WSG) > SOT Team > Disconnected

Workflow:

Disconnection Request Raised
Ticket raised on ASSET Recovery
Will recover the assets from customer location
Collecting all pending request
Permanently Disconnected

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Surya Korlapati	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	18/12/2022	18/12/2022

1. Take the link ID and search in service now portal and click on submit option
2. Do the verification of Customer name, Region, state, city, and bandwidth
3. Go down and click on Perform FLT option
4. Check the AP and SU column, whether the link is up or down
5. Kindly find the attached screenshot for Link Down
6. Kindly find the attached screenshot for Link Up
7. Note: If the link is down - Kindly raise a ticket
If the link is Up - Kindly inform customer to perform following steps:
Step 1 - Please switch off the POE Device.
Step 2 - Plug out and plug-in POE Device cables(2 LAN CABLE)&1 POWER CABLE.
Step 3 - Switch on the POE device and wait for few minutes.
Step 4 - Plug out and plug-in POE to Router cable.
If customer says still link is down, then kindly ask customer to share Modem, and router indications post stability
If we observe that AP status as UP and SU status as Down, kindly follow these steps:

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Jyothi Sri Kavya & Kanumuri Priyanka	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	19/02/2024	19/02/2024

Temporary disconnection issues

North
Group ID: collection.north@sifycorp.com
Collection Head: vikas.goyal@sifycorp.com

South
Group ID: collection.south@sifycorp.com
Collection Head: suresh.krishna@sifycorp.com

East
Group ID: east.collection@sifycorp.com Collection Head: mohammed.gufran@sifycorp.com

West
Group ID: cra.west@sifycorp.com
Collection Head: mohit.wahal@sifycorp.com

ISR - Online Team Group ID: isr_collections@sifycorp.com
Collection Head: gomathi.sitaram@sifycorp.com

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Jyothi Sri Kavya & Kanumuri Priyanka	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	19/02/2024	19/02/2024

1. When you receive a call from customers stating that they need support for a course/exam, please check whether they need support for IIBF related courses/exams. If they confirm the same, please use the script below and redirect the customer to IIBF with utmost care.
Dear (Customer Name), we would like to inform you that IIBF has updated its Learning Management System (LMS) to a new platform. In case of any support, please write to (iibfsupport@digivarsity.com) and Rajdeep Bose (dd.aca4@iibf.org.in) with your membership details.

2. Sify.com mail id queries:
With regards to your email, Sify has closed the e-mail services on 30th June 2014., In this regards we have posted a message on the website and sent multiple emails to the subscribers.

3. If customer is asking for new requirement of connection or sales.
Ask below details from customer
Mobile number, mail id, location, Name of the customer
Mail these all details to Sales team - (Kavitha muthu - kavitha.muthu@sifycorp.com)

4. Calls Related To Exam:
If Agent Receive a call which is related to exam, Agents need to get the details from the Customer. Details need to be captured from the customer:
Customer Name, Purpose, Exam name, Any exam id. As of now, we are conveying that Sify is not providing any Examination Support.
So, we need to Capture the details from the customers and forward it to Julian Shawn Dmonte.

5. If customer is calling and informed that they have got a lost bag of any person
We need to confirm whether the person is from Sify and need to take their details and ID card details need to put forward with HR as well along with employee, also should take the details of the caller to reach out as well.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Jyothi Sri Kavya & Kanumuri Priyanka	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	19/02/2024	19/02/2024