Subject: Resolution Promises
From: Mustehsan Siddiqui <[email-masked]>
To: Seeta Seeta <[email-masked]>, Urvika Chaudhary <[email-masked]>, "[email-masked]" <[email-masked]>, ccwebteam <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Malik Ismail <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Nour Hanayneh <[email-masked]>, Escalations Dxbteam <[email-masked]>
Date: Thu, 28 Nov 2019 06:53:35 +0000

Hi All

During the sale period, it’s important that we provide our customers with accurate SLA’s when it comes to escalations. Due to a sharp increase in escalations the current expected resolution time is  4-5 days (not the usual 48 hours)

To maintain integrity and avoid repeat contacts, my ask is that we are clear and polite whilst sharing the new resolution time. In Scenarios where this applies please explain
““We are working to resolve your issue on priority however due to peak season, it might take 4-5 days for final closure. We appreciate your patience”.

Any queries, please reach out to your supervisor

Regards,
Mustehsan Siddiqui

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