Subject: SSBS Ticket Violation
From: Pritish Nandi <[email-masked]>
To: Anush Saxena <[email-masked]>, Arjun Hurry <[email-masked]>, "Ashish Dabral" <[email-masked]>, " Bharat Sharma" <[email-masked]>, Shakeel Ahmad Hajam <[email-masked]>, Tushar Chauhan <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Wed, 19 Jun 2019 00:48:04 -0700 (MST)

Team, 

We are constantly getting escalations from client on Ticket Violations. Along with the 30 mins SLA violation the client is also looking at the due date of the tickets. For them if the ticket is not resolved within the due date assigned to the ticket is marked as SLA violation 

So going forward you should be checking if any ticket is open in our queue. You can add the below mentioned filter to check the tickets. All tickets has to be replied within 20 mins of our working hours. This is applicable for any reopened ticket as well. 

All tickets in our queue needs to be resolved with proper resolution and cannot be open at any time. If there is an error while then it needs to be notified to Ashish and Me CC'ing other stakeholders. 

Also you need to fill the Google Form created to notify the tickets you handle. This should be done without miss. 

[ https://docs.google.com/forms/d/e/1FAIpQLSf7MjLlB6UEKnHx8Un_tkzXAMEKxXJNDy2tJvXA1pJFGew54A/viewform | https://docs.google.com/forms/d/e/1FAIpQLSf7MjLlB6UEKnHx8Un_tkzXAMEKxXJNDy2tJvXA1pJFGew54A/viewform ] 

Regards, 
Pritish Nandi