Subject: Re: Webteam & Homebox Invoices to be amended
From: [email-masked]
To: saurabh Dadu <[email-masked]>
Cc: Ashish Dabral <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Date: Fri, 17 Dec 2021 17:55:19 +0400

كتب Shakeeb Arsalan في 2021-12-17 17:05:
> Hi Elsadeg,
> 
> We did not received the updated Invoice yet.
> 
> Can you please share with us ASAP.
> 
> 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
> www.ithraacc.com.sa [1]
> 
> 
> Links:
> ------
> [1] http://www.ithraacc.com.sa

Hi Mr Saurabh

1- Based on our financial policy, we cannot put the discount on the 
invoice. If there is a discount due to a shortcoming in the service, it  
be deducted from the client side and we be provided with the penalty 
notice with the reason

2- Regards the LSM Fees if we put in invoice Will it be accepted?
because there is no such fees in the agreement with Landmark

THANKS,

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