Subject: SLA Violation - Ticket #68334
From: Helpdesk <[email-masked]>
To: Mohammed Kulaib <[email-masked]>
Cc: "Manager Livesalesman" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Thu, 30 Apr 2020 07:26:03 +0000

Hi Kulaib,

I hope you are doing great!

Please accept my sincere apologies for the SLA violation on the above ticket.

As checked the ticket was closed the same day when we resolved the issue. However, the ticket was again opened by the requester the next day and which was missed.

In general, we do have a protocol to manually check all open tickets but it seems the agent missed it. We have reiterated this again strictly so that this is not missed in any case going forward.

Once again thank you for your continued understanding and cooperation. We will make sure that this is not repeated again.

Best regards,
Pritish
Livesalesman Team

Helpdesk
Systems of Strategic Business Solutions - An AlOthman Holding Company
Al Othman Business Park, Prince Sultan Road, Al Jawhara, Al-Khobar 34434, Saudi Arabia
F. +966-13-853-4442