Knowledge

10 published · 9 AI-available

AI Grounding Policy

AI uses only Published, Effective, and Authorized knowledge. Draft, Expired, and Archived articles are excluded from AI grounding.

TitleTypeDomainVersionEffective dateOwnerStatusAIUsage

Service Credit Policy

Defines eligibility criteria and amounts for service credits following outages or SLA breaches.

PolicyGeneralv4.22026-09-01Policy TeamPublished Available142

Fiber Outage Communication Procedure

Step-by-step procedure for communicating Fiber outages to affected customers.

ProcedureFiberv2.12026-08-15Fiber OpsPublished Available89

International Roaming Charges Explanation

How to explain international roaming charges to customers using invoice evidence.

FAQMobilev3.02026-07-01Mobile TeamPublished Available234

Service Restoration After Payment

Process for restoring suspended services after payment confirmation.

ProcedurePaymentsv1.82026-09-15Billing OpsPublished Available67

ONT Troubleshooting Guide

Diagnostic steps for ONT device issues including registration failures.

TroubleshootingFiberv5.12026-06-01Technical TeamPublished Available178

Retention Offer Guidelines

Approved retention offers and eligibility criteria for at-risk customers.

CommercialRetentionv2.32026-10-01Commercial TeamPublished Available45

Fiber Installation Process

End-to-end Fiber installation process including milestones and escalation paths.

ProcedureProvisioningv3.42026-05-01Provisioning TeamPublished Available112

Proactive Communication Policy

When and how to proactively contact customers affected by service events.

PolicyGeneralv1.52026-09-01CX TeamPublished Available38

Mobile Data Troubleshooting

Diagnostic steps for mobile data issues including APN, network registration, and device checks.

TroubleshootingMobilev4.02026-04-01Mobile TeamPublished Available201

Billing Dispute Resolution

Process for handling billing disputes including evidence requirements and escalation.

ProcedureBillingv2.02026-08-01Billing TeamPublished—29