Subject: RE: SLA timings
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Ashish Dabral <[email-masked]>
Date: Tue, 25 May 2021 08:35:50 +0000

Hello Ashish,

Thank you. Are you able to find a reason why ticket #150999 didn’t follow the timings?

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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From: Ashish Dabral <[email-masked]>
Sent: 25. maj 2021 10:33
To: Heta Nyrhinen (HNYR) <[email-masked]>
Subject: Re: SLA timings

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Hello Heta,

I have checked and found the SLA timings are same.

Regards,
Ashish Dabral

________________________________
From: "hnyr" <[email-masked]<mailto:[email-masked]>>
To: "Ashish Dabral" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, May 25, 2021 1:29:38 PM
Subject: SLA timings

Hello Ashish,

Could you please check, if the SLA timings in Zendesk are accurate as per the table below?

This new ticket #150999 got a 3 days’ SLA in normal priority. The email was sent today 09:10 CET.

​Priority
​Urgent
​High
​Normal
​Low
First reply time​
​1 hour
​2 hours
​3 hours
​4 hours
Next reply time​
​9 hour
​18 hours
​27 hours
​36 hours
Periodic update
​1 hour
​18 hours
​27 hours
36 hours

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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