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Acknowledgement:

Sub: [Next Online] Support Notification [Client Name, Branch |


Data/Internet/Other]

Dear Sir/Concern, [Depending on email address for any indivisuals email


should mention as SIR and CONCERN for group/alias]
Please be informed that we have acknowledged your problem/issue and taken the
matter as top priority. We will get back to you soon after our investigation and possible
outcome of it.
Troubleshoot:
Date: xx.xx.xxxx
Complain Time: xxxx Hours
Root Cause: Unknown/Physical link outage/Logical outage
Initiatives: [Fiber Team/support team/NOC team] has been informed/ Under
Investigation
Remarks: The connectivity has been activated through redundant link (if any
redundancy provided by Next Online Ltd.)
It will be highly appreciable for your cordial support & patience during this service
outage/interruption.
HOTLINE: 01196000605-6
EMAIL : support@nextonline.com.bd
Yours in service,

Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh

1st Hour Notification:


Sub: [Next Online] Support Notification-update-1 [Client Name, Branch |
Data/Internet/Other]
Dear Sir/Concern,
Please be informed that our fiber team has already started working on this issue. We
hope that your problem will be solved as soon as possible.

Troubleshoot:
Date: xx.xx.xxxx
Complain Time xxxx Hours
Root Cause: Physical link outage/Logical outage/Additional support
Initiatives: Fiber Team/Support Team/NOC Team is working on this issue
We appreciate your cordial support & patience during this time.
Thanking You,

Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh

2nd Hour Notification:


Sub: [Next Online] Support Notification-update-2 [Client Name, Branch |
Data/Internet/Other]
Dear Sir/Concern,
Please be informed that our fiber team has already started working on this issue. We
hope that your problem will be solved as soon as possible.
Troubleshoot:
Date: xx.xx.xxxx
Complain Time xxxx Hours
Root Cause: Physical link outage/Logical outage/Additional support
Initiatives: Fiber Team/Support Team/NOC Team is working on this issue
We appreciate your cordial support & patience during this time.
Thanking You,

Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh

Transportation Problem due to Striking:


Sub: [Next Online] Support Notification-update-X [Client Name, Branch |
Data/Internet/Other]
Dear Sir/Concern,
Please be informed that because of the Striking day there is occurring some
transportation problem .Our technical team could not use their regular transport. They
have to move by Rickshaw. As a consequence, it takes longer time than usual time.
Please allow us about xx-xx hours to resolve the problem.
We hope that the problem will be solved as soon as possible.
This is for your information and record.
Thanking You,
Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh

Delay for Natural Diaster/Traffic Jam:

Dear Sir/Concern,
This is to inform you regretfully that due to huge traffic jam followed by heavy rainfall
our team could not reach to the affected branch earlier. We have assigned two different
teams for the said task. One of which has reported to reach your site and taking
measures to identify the problem.
Hopefully we will be able to restore the service within shortest possible time. We are
extremely sorry for such unwanted delay and thank you very much for your patience &
cordial support during this time. You will be updated instantly whenever the said service
is restored.
This is to inform you regretfully that due to huge traffic jam followed by heavy rainfall
our team could not reach to the affected [Client Name & Location] earlier. We have
assigned two different teams for the said task. One of which has reported to reach your
site and taking measures to identify the problem.
Hopefully we will be able to restore the service within shortest possible time.

We are extremely sorry for such unwanted delay and thank you very much for your
patience & cordial support during this time. You will be updated instantly whenever the
said service is restored.

Thanking You,
Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh

NTTN/3rd party dependency:


Sub: [Next Online] Support Notification-update-X [Client Name, Branch |
Data/Internet/Other]

Dear Sir/Concern,
Since the Backbone (Dhaka X location) is still out of service due to Cable break/Power
outage/Emergency maintenance of NTTN Provider (our backbone carrier for X location)
the said connectivity could not be restored yet.
We will inform you about the connectivity status as soon as we receive updates from
NTTN. We are sorry for the inconvenience and Thank you in advance for the patience in
this regard.
Thanking You,
Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh
NB: Condition Applied [If client is aware about 3rd party depedancy]

NTTN/3rd Party Problem:


Dear Sir/Concern,
Refer to our discussion we came to know that your x link is down which is still in test
phase. Our team has already reached to your site at Location and found out the problem
with NTTN operator LDP/PoP/BTS end.
We have already updated the operator to take care of the issue. We will inform you as
soon as we have any update about the initiatives and service restoration. For prompt

response and communication with our Technical Support Team we have enclosed the
Support Contact Details for future reference and correspondence.
HOTLINE: 01196000605-6
EMAIL : support@nextonline.com.bd
Thank you for your understanding. Please feel free to talk us if you have any query
about the issue.
With best regards,

Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh

Visiting a client Site of an Engineer for service dissatisfaction


Sub: : [Next Online] Support Notification-update-X [Client Name, Branch |
Data/Internet/Other]
Dear Sir/Concern,
Please be informed that according to your service dissatisfaction, one of our engineers
Mr. X [phone number] is going to visit your end. According to the phone conversation
with you Mr. X [client phone number] we came to know that you are not getting your
desire service/bandwidth. As a result, to investigate the problem Mr. X will visit your site
soon/today/tomorrow which is informed to you as well.
Hopefully we will be able to restore the service within shortest possible time. We [regret
for such unwanted delay and -if any] appreciate your patience & cordial support during
this time. You will be updated instantly whenever the said service is restored/recovered.
With best regards,
Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh

Visiting a client Site of an Engineer which is rescheuled


Dear Sir/Concern,

Greetings from Drik ICT Ltd.


Please be informed that because of circumstances Mr.X could not visit your site
today/Tomorrow. He will visit the site to solve the problem tomorrow/day after tomorrow.
Thank you for your understanding. Please feel free to talk us if you have any query
about the issue.
HOTLINE: 01196000605-6
EMAIL : support@nextonline.com.bd
With best regards,
Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh

Restoration:
Sub: : [Next Online] Support Notification-update-X [Client Name, Branch |
Data/Internet/Other]
Dear Concern,
Please be informed the said connectivity is restored successfully. We would like to thank
you for your cordial support and patience during this service outage time.
Troubleshoot:
Date: 07.12.2014
Down Time: 1148 Hours.
Up Time: 1245 Hours.
Root Cause: Power failure at Fiber at Home End.
Initiatives: Fiber at Home solved the issue.
If you are still facing any difficulties to avail the services then please feel free to talk to
us at your earliest.
HOTLINE: 01196000605-6
EMAIL : support@nextonline.com.bd

This is for your information and record.

Thanking You,

Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh

NTTN Problem Resolved :


Dear Sir/Concern,
Refer to the diagnosis report it is to inform you that our NTTN operator has finally
recovered the problem which caused the service interruption for your Location
connectivity. With OTDR we could find the Fiber length that seems ok. But we could not
ensure the service from the other end (location) cable was unplugged. We are now
scheduled to visit both ends in the morning by 1000 Hour to apply the final test for
successful service restoration.
In our discussion I have already updated this to you. We thank you for your cordial
support during this outage. We look forward to restore the service at our earliest.

With best regards,

Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh

The problem was not in our end although client complained:


Dear Sir/Concern,
Greetings from Next Online Ltd.
Refer to the query of Service unavailability at Client Name and Location we checked our
system and found [only the (Client Branch) site is down]. The cause was unidentified
since it was not related to our concern.

However, the services were found up & running and the confirmation of service
availability has been received from you also.
Time of Complain: xxxx Hours
Time of Service Confirmation: xxxx Hours
Service Confirmed By: Mr. x
We will maintain close observation for any possible error to the Network and would
highly appreciate if you share your observation with us about the issue.
Please feel free to contact us at your convenience if you experience the same problem
again.
Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh

Service Confirmation not received:


Sub: : [Next Online] Support Notification-update-X Close [Client Name, Branch
| Data/Internet/Other]
Dear Sir/Concern,
The said service has been restored successfully.
Though we have not received service confirmation from you yet but according to our
monitoring tools it is observed a significant volume of traffic is transferred by this time.

Link Insidence Summary:

Date : xx.xx.xxxx
Down Time : xxxx Hours
Up Time : xxxx Hours
Duration : xx:xx Hours
Root Cause : Physical link outage/Logical outage/Additional support or more specific
We are sorry for the inconvenience and would like to thank you for your patience and
support during this outage time.
HOTLINE: 01196000605-6
EMAIL : support@nextonline.com.bd
Thanking You,

Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh

Maintenance mail:
Dear Sir/Concern,
Please be informed that your Location will be interrupted on xx.xx.xxxx, ____day after
xxxx Hours to xxxx Hours.
Maintenance Window:
Date: xx.xx.xxxx
Time: xxxx Hours
Duration : xx Hours
Thank you for your understanding. Please feel free to talk us if you have any query
about the issue.
This is for your information and record.

With Regards,
Support Desk
Next Online Ltd./ Company Logo
Plot 325, Lane 22, New DOHS, Mohakhali
Dhaka, Bangladesh