Subject: Re: Webteam & Homebox Invoices to be amended
From: Saurabh Dadu <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Ashish Dabral <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Date: Fri, 17 Dec 2021 17:24:06 +0000

Dear Elsadeg,

Thanks for your email. To answer your point:

  1.  The Penalty will have to reflect in the invoice, as without the penalty Landmark will not make the payment. I believe you still are not clear about why there is penalty. I would suggest to please set-up a call with us tomorrow to clarify.
  2.  You can go ahead and put that fee as described, and the client will pay, as its agreed between us and them.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: [email-masked] <[email-masked]>
Sent: 17 December 2021 7:25 PM
To: Saurabh Dadu <[email-masked]>
Cc: Ashish Dabral <[email-masked]>; Shakeeb Arsalan <[email-masked]>
Subject: Re: Webteam & Homebox Invoices to be amended

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<http://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<http://www.ithraacc.com.sa>