1. Fault Reporting System

2. Objective To capture the number of faults reported at the centers. Also this system will provide data of repeat faults, repeat units in order to improve the level of service. To log a faulty please follow below steps Next

3. Faulty reporting System process How to log-in to the system Click First Level Faulty Click Second level Faulty And Weak signal Click Third Level Faulty Click Next

4. How to Log–in Step – 01 Click on to the below link http://dealers.suntel.lk/ Press Enter key or click on “GO” Step – 02Once your DMS Home page opens with lot of options. To enter a fault, click “Fault Reporting System” link. Next

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6. Step – 03System will request DMS user ID and Password. Each center has given common username andpassword to login to above link. Enter center common username ID and password. Press OK to login to enter Faulty in to the system. NextPrevious

7. Step – 04To enter fault click “New Fault Entry” link to open the pathfor Fault system. Back Please note all these links will allow to check the feedback and to view the details of your entries.

8. First Level of Faulty This level will allow to capture first level of faulty (example : password reset, unit service etc. which not involved any accessory or unit change or external antenna. Please follow the below steps Faulty reference number will be created automatically. Status will change automatically once the fault is completed. Step – 01 Select nature of fault Step – 02 Select Phone type Next Step – 03 enter the sub. Number and press Tab to get customer details automatically Click the “SAVE” button

9. Step – 04 Once the fault is rectified press “Complete” link to close the fault. Once the fault is close status of the fault will change and refresh the system for next customer. Please note closing the Fault after completion is compulsory Previous Back

10. Second Level of Faulty This level will allow to capture second level of faulty (example : battery faulty, handset faulty, handset code faulty etc. which involved any accessory replacement base on faulty reported. Please follow the below steps. Faulty reference number will be created automatically. Status will change automatically once the fault is completed. Step – 01 Do not select nature of faults here. Step – 02 Select Phone type Step – 03 enter the sub. Number and press Tab to get customer details automatically Click the “SAVE” button

11. Step – 04 Once step 1,2, and 3, is followed, please press “Accessories” link to update the nature of faulty. NextPrevious

12. Step – 05 Enter sub number again Step – 06 select the accessory type base on the faulty accessory. Step – 07 Need to select below answers as per faulty 1. Yes – if customer willing to pay a new one or damaged by him and press “SAVE ISSUE” button. 2. No – if replaced to faulty without charge (manufacturing error) and press “SAVE ISSUE” button. 3. Free – If customer not willing pay for new one or damaged by him and press “Special Approval” button. (It is must to select the fault Type before pressing the button.) Step – 08 Select the nature of fault type. Step – 09 once fault is rectified, close the fault by pressing “Close” button. NextPrevious

13. Step – 10 Press “New” button will refresh the form to handle the next customer. NextPrevious

14. Weak signal Faulty This will allow to capture all the weak signal issues which involved replacement of external antenna on center. Please follow the below steps. Faulty reference number will be created automatically. Status will change automatically once the fault is completed. Step – 01 Do not select nature of faults here. Step – 02 Select Phone type NextPrevious Step – 03 enter the sub. Number and press Tab to get customer details automatically Click the “SAVE” button

15. Step – 04 Once step 1,2, and 3, is followed, please press “Antenna (After sale” link to update the nature of faulty. NextPrevious

16. Step – 05 Enter sub number again Step – 07 Select the nature of fault type. Step – 10 To close the fault and to go back to Main form press “Close” button. NextPrevious Step – 06 enter the sub. Number and press Tab to get customer details automatically Step – 08 Select the Area and Closest town. Step – 09 Once the antenna given to the customer press “Save”

17. Step – 10 Press “New” button will refresh the form to handle the next customer. Back Previous

18. Third Level Faulty Faulty reference number will be created automatically. Status will change automatically once the fault is completed. Step – 01 Do not select nature of faults here. Step – 02 Select Phone type This level will allow to capture third level of faulty which involved unit replacement with dummy unit. Please follow the below steps. Step – 03 enter the sub. Number and press Tab to get customer details automatically Click the “SAVE” button

19. Step – 04 Once step 1,2, and 3, is followed, please press “OTAPA” link to update the nature of faulty. NextPrevious

20. Step – 05 Enter all the original and dummy ESN details and submit to Subscriber management to programme the Dummy to original number. Please note this process is already followed and request to do the same. to go back please close the OTAPA form. NextPrevious

21. Step – 6 Press “New” button will refresh the form to handle the next customer. (Please note fault status will change once the subscriber management is completed the OTAPA form only.) Back Previous

22. Features Can capture data to monitor and measure the KPI’s standards. Accessory stocks will be update automatically. Can capture weak signal area’s for improvement. Easy way of submitting all the Dummy unit changes to Subscriber Management. System will allow to view the feedbacks in a summeries formats. Next

23. EXIT