SLA TRANSACTION SPECIFIC
NCR: 3
Luzon: 5
Visayas: 10
Mindanao: 10

SLA REPLACEMENT
NCR: 3
Luzon: 5
Visayas: 12
Mindanao: 12

SLA  SERVICING
NCR: 24HRS
Luzon: 5
Visayas: 5
Mindanao: 5

OTA PUSH
- No pending settlement.  (adv merchant to settle first)
- Device' battery is 50% above. 
- Device should be connected to a strong internet connection. 
- Device should be online
- 24 Hours

BTS Steps 
- Reboot or Restart Device
- connect to other strong wifi connection or use data only

FRAUD
- try other cards
- connect with issuing bank

Troubleshooting for System Error:
- Check Error Message on the TRANSACTION ERROR and POS ERROR
- Perform BTS according to the error.
- OTA Push
- Servicing
- Replacement

PIN Reset
- 888 888
- 000 000


REMINDER:
SUNMI - starts with PBJ || OTA PUSH DO NOT APPLY || 
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

"THANK YOU FOR CALLING MAYA BUSINESS SUPPORT! THIS IS CAYLE. HOW CAN I ASSIST YOU?"

"I UNDERSTAND"

"I AM SORRY TO KNOW"
"I APOLOGIZE FOR THE INCONVENIENCE"
"I AM GLAD TO KNOW"

"SINCE IM ON THE LINE REST ASSURED NAMAN PO NA I WILL HELP YOU WITH THAT"

===================================

"FOR SECURITY VALIDATION, CAN I HAVE YOUR NAME AND MERCHANT NAME?"

"TO CLARIFY LANG PO..."

========================
SUMMARY OF CONCERN: 
merchant called regarding  



{CORPORATE/LEGAL NAME:} 
{MERCHANT NAME:} 
{BRANCH:} 
{ADDRESS:} 
{LANDMARK:} 
{STORE HOURS:} 
{CONTACT PERSON:} 
{CONTACT NUMBER:} 
{REMARKS:} 

CALL ID:
CALLER'S NAME:  
EMAIL ADDRESS:

SUMMARY OF CONCERN: 
merchant called regarding  

ACTION TAKEN: 
- adv merchant  
- provided SLA
- provided CN

TRANSACTION DETAILS: 
- TYPE OF TRANSACTION: Dynamic or Static (no sms) 
-AMOUNT: 
-RRN/INVOICE: 
-DATE AND TIME:  
-SOURCE BANK:
-OTP/SMS delay (Network Provider & Location): 

Note: "Case Classification Issue" 

{MERCHANT ID:} 
{SERIAL NUMBER/QR SKN SIM NUMBER:} 

=========================================

"MA'AM /SIR HOLD KO LANG PO ITONG CALL FOR A MINUTE OR TWO, CHECKING PA PO AKO NG RESOURCES" 

"THANK YOU FOR STAYING ON THE LINE AND SORRY FOR THE LONG HOLD"

===============

"THANKS FOR LETTING ME ASSIST YOU TODAY! PLEASE STAY ON THE LINE FOR OUR 3 QUESTIONS MERCHANT SATISFACTORY SURVEY. THANK YOU FOR CALLING MAYA BUSINESS SUPPORT."