Subject: Fwd: Webteam & Homebox Invoices to be amended
From: Shakeeb Arsalan <[email-masked]>
To: abdulmajeed alanzy <[email-masked]>
Date: Thu, 16 Dec 2021 09:28:14 -0700 (MST)

Hi Abdulmajeed, 

PFB trail FYR. 

Regards 
Shakeeb 

From: "Shakeeb Arsalan" <[email-masked]> 
To: "elsadeg aa" <[email-masked]> 
Cc: "Ashish Dabral" <[email-masked]>, "Saurabh Dadu" <[email-masked]> 
Sent: Wednesday, December 15, 2021 6:25:35 PM 
Subject: Re: Webteam & Homebox Invoices to be amended 

Hi Elsadeg, 

PFB for your reference: 

This is the delivered SLA from HB team for emails: 

This is for Chat (HB): 

This is WebTeam Chat: 

Regards 
Shakeeb 

From: "Saurabh Dadu" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]>, "elsadeg aa" <[email-masked]> 
Cc: "Ashish Dabral" <[email-masked]> 
Sent: Wednesday, December 15, 2021 6:10:01 PM 
Subject: Re: Webteam & Homebox Invoices to be amended 

Shakeeb, 

Please send for HB team as well as for Chats for both teams. 

Saurabh Dadu 
LiveSalesman 
India: +91 120 4332621 x 17 
US: 1 240 949 2437 
Cell: +91 9810175203 

From: Shakeeb Arsalan <[email-masked]> 
Sent: 15 December 2021 6:02 PM 
To: elsadeg aa <[email-masked]> 
Cc: Ashish Dabral <[email-masked]>; Saurabh Dadu <[email-masked]> 
Subject: Re: Webteam & Homebox Invoices to be amended 
Hi Elsadeg, 

PFB screenshots for your reference: 

Expected: 

Delivered: 

Expected: 

Delivered: 

Regards 
Shakeeb 

From: "Saurabh Dadu" <[email-masked]> 
To: "elsadeg aa" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]> 
Cc: "Ashish Dabral" <[email-masked]> 
Sent: Wednesday, December 15, 2021 5:35:38 PM 
Subject: Re: Webteam & Homebox Invoices to be amended 

Dear Elsadeg, 

The SLA is measured for the performance of entire team, and not for the agent. 

We could not meet the Email Reply SLA, Chat Reply SLA, CSAT SLA for both Chats and Emails, all of this simply because we did not have enough people in your team. 

Shakeeb - Please can you send him a comparison of the agreed SLA from contract and the actual SLAs delivered by Ithraa team. 

Kind regards, 

Saurabh Dadu 
LiveSalesman 
India: +91 120 4332621 x 17 
US: 1 240 949 2437 
Cell: +91 9810175203 

From: [email-masked] <[email-masked]> 
Sent: 15 December 2021 3:47 PM 
To: Shakeeb Arsalan <[email-masked]> 
Cc: Saurabh Dadu <[email-masked]>; Ashish Dabral <[email-masked]> 
Subject: Re: Webteam & Homebox Invoices to be amended 
كتب Shakeeb Arsalan في 2021-12-14 10:12: 
> Hi Ali, 
> 
> Adding to the previous email: 
> 
> Please do the following amendment on Homebox invoice as well: 
> 
> 1- 2% Deduction for short staff. 
> 2- 2% Deduction For not meeting any SLA 
> 
> Regards 
> Shakeeb 
> ------------------------- 
> 
> From: "Shakeeb Arsalan" <[email-masked]> 
> To: "elsadeg aa" <[email-masked]> 
> Cc: "Saurabh Dadu" <[email-masked]>, "Ashish Dabral" 
> <[email-masked]> 
> Sent: Monday, December 13, 2021 3:53:41 PM 
> Subject: Webteam & Homebox Invoices to be amended 
> 
> Hi Ali, 
> 
> I request you to Amend the Webteam invoice as per the below: 
> 
> 1- The total of working Hours should be 3385 Hours, after removing the 
> Hours of the agents who left in the training period. 
> 
> 2- 2% Penalty for short hours. (As the requested number of agents was 
> not delivered) 
> 
> 3- Add the following charges for Livesalesman: 
> 
> SAR 1000 Surcharge for 2 English Agents in the month of 
> October (500*2) 
> SAR 2000 Surcharge for 4 English Agents in the month of 
> November (500*4) 
> 
> And the following Amendment should be done on Homebox Invoice: 
> 
> 1- 44 Hours should be deducted for less productivity (PFB for your 
> reference): 
> 
> Agent 
> Working days 
> Expexted productivity 
> Productivity 
> Variance 
> Working Days as per productivity 
> Days to be deducted 
> Hrs to be deducted 
> 
> Khaled Sufian 
> 22 
> 1760 
> 1596 
> 164 
> 20 
> 2 
> 16 Hrs 
> 
> Hassan Hemaid 
> 22 
> 1760 
> 1462 
> 298 
> 18 
> 3 
> 28 Hrs 
> 
> Regards 
> Shakeeb 

Hi Shakeeb 

Please Can you share who is agent not meet the SLA for webteam 

Thanks, 

-- 
Elsadeg Ali 
Project & Operation Manager 
Ithra Al-muhtawa Company 
Tele: +966591203388 
[ http://www.ithraacc.com.sa/ | www.ithraacc.com.sa ]