Subject: Re: SLA violation
From: Pritish Nandi <[email-masked]>
To: deeksha <[email-masked]>
Cc: ashish dabral <[email-masked]>, saurabh <[email-masked]>
Date: Thu, 16 May 2019 00:53:34 -0700 (MST)

Hi Deeksha, 

We have sent the below response to Kulaib. 

Hi Kulaib, 

Thank you for your email and apologies for the SLA violation. 

We have investigated this and please see the below findings. 

Agent received the ticket on May 6, 2019 09:45 PM and first acknowledgement response was sent to the customer at May 6, 2019 09:50 PM. After that the agent have called the customer and resolved the issue. Also he has sent a resolution response at May 6, 2019 10:13 PM which is within the SLA. Somehow, when he resolved the ticket it did not get resolved and was on open condition (Possible technical Glitch). 

Unfortunately, the agent should have checked again to confirm if the ticket was resolved or not which he never did. 

We have taken a strict action on the agent and also, this was reiterated to the team that the should be double checking the ticket status so that we are not missing any ticket in the future. 

Once again we are sincerely sorry for the miss and will be more careful while doing tickets in the future. 

Warm Regards, 

Livesalesman Team. 

Warm Regards, 
Pritish 

From: "deeksha" <[email-masked]> 
To: "Pritish Nandi (LSM)" <[email-masked]>, "ashish dabral" <[email-masked]> 
Cc: "saurabh" <[email-masked]> 
Sent: Wednesday, 15 May, 2019 22:44:30 
Subject: Fwd: SLA violation 

Hi Pritish/ Ashish, 

Please investigate this as soon as you are in office and get back to me on what happened. This is not one of the tickets that were missed by Zarif. 

Regards, 
Deeksha 

Sent from my iPhone 

Begin forwarded message: 

From: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Date: 15 May 2019 at 22:43:13 GMT+5:30 
To: " [ mailto:[email-masked] | [email-masked] ] " < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >, " [ mailto:[email-masked] | [email-masked] ] " < [ mailto:[email-masked] | [email-masked] ] >, "Pritish Nandi (LSM)" < [ mailto:[email-masked] | [email-masked] ] > 
Subject: SLA violation 

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Hello Kulaib, 

I have been informed about this ticket by the team. I will investigate this on priority tomorrow with the team and will get back to you on what happened. Sorry about this. 

Regards, 
Deeksha 

Sent from my iPhone 

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Team, 

Please find the below it’s under your name the violated request why ? 

	

	Mohammed Kulaib ​ 
	Helpdesk/Support Team Leader 
​ 

	[ http://www.ssbs.com.sa/ ] 
	Systems of Strategic Business Solutions ‑ An AlOthman Holding Company 

	Al Othman Business Park, Prince Sultan Road, Al Jawhara, Al‑Khobar 34434, Saudi Arabia 

	D. [ tel:+966%2013%208145550%20x15550 | +966 13 8145550 x15550 ] 	| 	F. +966‑13‑853‑4442 	| 	M. [ tel:+966%20531001881 | +966 531001881 ] 

	

	[ http://ssbs.com.sa/ ] 	
	[ https://www.linkedin.com/company/ssbs/ ] 	
	[ https://goo.gl/maps/Pbb3Ug6Uiqu ] 	
	[ https://www.twitter.com/ssbs_ksa ] 

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