Subject: Re: High priority tickets
From: Pritish Nandi <[email-masked]>
To: Arjun Hurry <[email-masked]>
Cc: saurabh <[email-masked]>
Date: Wed, 4 Nov 2020 00:03:42 -0700 (MST)

Thanks for letting me know. 

Regards, 
Pritish 

From: "Arjun Hurry" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "saurabh" <[email-masked]> 
Sent: Wednesday, November 4, 2020 4:01:52 AM 
Subject: Re: High priority tickets 

Hi Pritish, 

FYI, the ticket in question (97973) was escalated to L2 on Oct 13th, then again on the 16th, 19th and 22nd. L2 is slow to respond. 

Best Regards, 
AJ 

From: "Sara Aknooni, SRAK" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]>, "Ismail Lsm" <[email-masked]>, "arjun hurry" <[email-masked]> 
Cc: "Saurabh Dadu" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]> 
Sent: Wednesday, 4 November, 2020 03:43:59 
Subject: High priority tickets 

Hi all, 

Today we had an escalation where a ticket was submitted by EPOS Sales rep. in Aug. and still open in AJ’s queue. 

That could be our fault that haven’t clarified the customers divisions, but I also expect you to pay attention who is involved in a ticket. 

To be aligned, from now on, let’s follow the below instruction until we put a guideline together. 

Tickets to be handled only by L2: 

    * If an EPOS employee is involved 
    * If Nr. of devices involved are more than 20 
    * If the business potential is more than 50 devices 
    * If the customer is a high profile one, 

How to check? 

When there is a company email address, always check the customer’s profile, to see if there are/have been other tickets from that account 

If yes, the customer should be either a reseller, a key account or high profile customer. 

Consult L2 to find the customer’s profile if can’t decide 

Ticket life time: 

    * If the ticket is in your queue for more than 1 month because you can’t provide a solution or the issue persist despite of all troubleshooting done, 

the ticket needs to be escalated to L2, if the ticket is older than 1 month because the customer is not responsive or slow on responding, then: 

There is a macro called “Old tickets” all tickets older than 1 month need to have that macro included and the fields are filled out 

[ mailto:[email-masked] | @Pritish
 Nandi ] Could you also share this with Jessica and monitor to ensure it’s happening in L2? 

	

Best regards, 

Sara Aknooni 
Project Manager 

Global Support and Service 

+45 4470 0124 
+45 7131 4960 

	

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