Subject: Fwd: Proactive Support - Corrupt Download -Draft responses (Language and Screenshot)
From: Olesia Dhas <[email-masked]>
To: Akash Sharma <[email-masked]>
Date: Mon, 10 Feb 2020 05:52:31 -0700 (MST)

From: "Deeksha Dadu" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Arjun Hurry" <[email-masked]>, "Bharat Sharma" <[email-masked]>, "Maksim Semenov" <[email-masked]>, "Nikhil Mittal" <[email-masked]>, "Olesia Dhas" <[email-masked]>, "tasuku yamamoto" <[email-masked]>, "Abhijit Sinha" <[email-masked]> 
Cc: "saurabh" <[email-masked]> 
Sent: Wednesday, December 18, 2019 6:36:28 PM 
Subject: Re: Proactive Support - Corrupt Download -Draft responses (Language and Screenshot) 

Once again the credentials are: 

[ https://outlook.office.com/ | https://outlook.office.com ] 

[ mailto:[email-masked] | [email-masked] ] 

Automated password is: Cow15466 

Here is the excerpt from email that Charlotte sent, 

"This email template is to be used by agents when we detect corrupt downloads that do not relate to the issue within the ticket. For example we’ve established that the issue is AV related, so we troubleshoot that problem within the ticket but we’d also like to resolve a corrupt download on the customers account. 

The process is: if a customer comes through support reporting a release that does not play to completion, and we detect a corrupt download, we resolve that within the ticket (no change to process) 

If a customer comes through support with another issue and during the investigation we discover a corrupt download, we use the template to email the customer about it separately. The agent should also put a note within the existing ticket that they’ve emailed the customer about the corrupt download. 

If a customer respond to the email can a response back be sent within 12 hours please, so the mailbox should be checked twice a day at least. 

While sending the email, make sure that you send the email and screenshots in the language of the customer only.” 

From: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Date: Wednesday, 18 December 2019 at 6:18 PM 
To: "Pritish Nandi (LSM)" < [ mailto:[email-masked] | [email-masked] ] >, Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] >, Arjun LSM AJ < [ mailto:[email-masked] | [email-masked] ] >, Bharat Sharma LSM < [ mailto:[email-masked] | [email-masked] ] >, Maksim Semenov < [ mailto:[email-masked] | [email-masked] ] >, Nikhil Mittal < [ mailto:[email-masked] | [email-masked] ] >, Olesia Dhas LSM < [ mailto:[email-masked] | [email-masked] ] >, Tasuku Yamamoto LSM < [ mailto:[email-masked] | [email-masked] ] >, Abhijit Sinha < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Proactive Support - Corrupt Download -Draft responses (Language and Screenshot) 

@ all: there are instructions on how and when to send these proactive support emails. Charlotte sent a separate email about this a few days back that I will forward again. Please read carefully and make sure you understand well when to send this and when not to. 

@ Olesia and Pritish: As discussed, for now, only Olesia will do this task. 

That said everyone needs to know how to do this, the day we require, we can ask any of you to do this task. Any questions, please reach out. 

Regards, 
Deeksha 

From: Pritish Nandi < [ mailto:[email-masked] | [email-masked] ] > 
Date: Wednesday, 18 December 2019 at 6:00 PM 
To: Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] >, Arjun LSM AJ < [ mailto:[email-masked] | [email-masked] ] >, Bharat Sharma LSM < [ mailto:[email-masked] | [email-masked] ] >, Maksim Semenov < [ mailto:[email-masked] | [email-masked] ] >, Nikhil Mittal < [ mailto:[email-masked] | [email-masked] ] >, Olesia Dhas LSM < [ mailto:[email-masked] | [email-masked] ] >, Tasuku Yamamoto LSM < [ mailto:[email-masked] | [email-masked] ] >, Abhijit Sinha < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] >, Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Proactive Support - Corrupt Download -Draft responses (Language and Screenshot) 

Hi All, 

Attached is the draft responses (different language we support) for Proactive support corrupt downloads. Please use this to send an email to the customer. Please review each email before you hit the send button and amend if needed. 

Regards, 
Pritish Nandi