Mosaic One Questions v1.3

Mosaic Component Selection

If the customer mentions Mosaic or Mosaic One, ask them with which of the following apps of Mosaic do they need assistance.

Choose the Mosaic App

Further Questions

Ask the customer which products they're using Mosaic to manage and choose the option below that best matches.

SmartRG Residential Gateways (also modem, router, cable modem)Total Access 5000G.Fast DPUs

Mosaic Home Analytics

Questions to ask Mosaic Home Analytics customers

Choice AChoice BChoice C

Mosaic One Single Sign-On (SSO)

Questions to ask Mosaic One Single Sign-on customers

Choice AChoice BChoice C

Mosaic Subscriber Insight

Questions to ask MSI customers

Choice AChoice BChoice C

PMA/PMAA G.Fast DPU

Questions to ask PMA/PMAA/G.Fast DPU customers

Choice AChoice BChoice C

Severity Assignment

Is your Mosaic service down?

YesNo

Which best describes your request?

General QuestionsQuestions about InsightsNot all service affected but can't perform some function (configure, deploy, activate)Customer Missed Callback

Ticket Details

Mosaic Device Manager - Include in Product Release/Firmware field

What version of Device Manager are you using? (if unknown, leave blank)

If this issue is specific to a gateway, router or modem, what version is it using? (if unknown, leave blank)

Mosaic Network Insight - Include in Description field

With which part of Mosaic Network Insight (MNI) do you need assistance?

MNI failed to gather dataI have insight suggestion information and don't know what to do with it

Route the ticket to Support but also tell the customer this:

While we get your request to the next available engineer, you may want to visit <Support Community link> for details about how to handle Insights provided by Mosaic Network Insight.

Severity

Team Name (must click choice)

MGMT

Team Name (must click choice)

FTTP

Team Name (must click choice)

SmartRG

Enter a description of the request or problem- include in Subject field

Contact Information