L1 CASE TEMPLATE

L1 CASE NOTES********************************************************************************************************************************************
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Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
***********************************************************************************************************************************************************
Time Started:
Time Ended:
Phone Extension:461246
Transferring Tech:

CUSTOMER'S INFORMATION:
Name:
Email:
Phone:

Brief Description of Issue :

History:

Did the customer run the setup? Yes/ No
If yes, how did the customer proceeded with setup? <QSG/BBS/LSW App>
Is there an error during setup? Yes/ No
Exact Error Message Received: <Enter N/A if not applicable/relevant>
Which part of the set-up was the error received?
If customer did not run the setup, why?

RELEVANT NETWORK INFO:

Device Model:
FW/Driver Version:
LSW App version (if installed):

ISP:
Modem:na
Speed:na:

Manufactured Date:
Warranty Exp Date:

TROUBLESHOOTING STEPS:
============================================



============================================
RESOLUTION/CLOSING REMARKS:
Agent’s idea of what the root cause/real problem was: NA
Have you seen this issue often enough to consider it as a bubble-up item? NONE
Case tagged for bubble-up? [Yes/ No], If Yes, approver’s name: NONE
Customer agreed to close the case: YES
Customer agreed that issue was Resolved: YES
Customer satisfied: YES
***********************************************************************************************************************************************************
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***********************************************************************************************************************************************************
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