Prerequisites for Better Resolution:

  • CEE Account Login Credentials
  • Access to Account Configuration in the CEE Account

Initial Verification Steps to be Followed:

  1. Confirm Access to Account Configuration:
    • Ensure that the user has access to the "Account Configuration" section in the CEE account.

Resolution Steps to be Followed:

  1. Step 1: Log in to the CEE Account:

    • Log in to the CEE account using the provided credentials.
    • Navigate to Profile -> Account Configuration.
    • Screenshot:


  2. Step 2: Search for APN Best Effort:

    • In the "Account Configuration" section, search for "APN" to locate the "APN Best Effort" section.
    • Screenshot:


  3. Step 3: Enable APN Best Effort:

    • Under the "APN" section, find the "APN Best Effort" option.
    • Click on "Enable" to activate the feature.
    • Screenshot:


Resolution / Next Steps:

  1. [Reason 1]:

    • Inform the client that APN Best Effort has been successfully enabled.
    • Provide clarity on why the feature was enabled.
    • Provide Screenshot

  2. [Reason 2]:

    • If there are any issues with enabling APN Best Effort, escalate to cross-functional teams for further investigation.
    • Provide findings by sharing relevant details like Problem statement, Logs, Screenshots, Reference cases.

Escalation Path:

  1. Initial Verification:

    • If there are issues after enabling APN Best Effort:

  2. Further Investigation by Helpdesk:

    • If the issue persists with enabling APN Best Effort:

      • CAT Escalation:

        • Escalate to: SME
        • Contact: SME1 / SME2
        • Email: Ticket with internal note and investigation
        • Slack Channel: [Your respective channel within Support]

      • Cross-functional Escalation:

        • Escalate to: Cross-functional Teams
        • Contact: SRE
        • Email: Child ticket to the appropriate team
        • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

Feedback on Playbook:

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