Is the problem on our side ?

1. Yes

1.1. Check if other clients are impacted

1.1.1. If other clients are impacted, the services may be unavalaible, it's an urgence.

2. No

2.1. Did she made an event ?

2.1.1. No : Problem might be solved

2.1.2. Yes

2.1.2.1. Does she have conectivity issues ?

2.1.2.1.1. Yes : Problem might be solved by using a good connection

2.1.2.1.2. No