Subject: Fwd: Urgent Update - Les Mills - Escalation process
From: Pritish Nandi <[email-masked]>
To: Varun Puri <[email-masked]>
Date: Sat, 27 Jul 2019 06:12:17 -0700 (MST)

From: "Pritish Nandi" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Sent: Monday, 15 July, 2019 14:49:20 
Subject: Fwd: Urgent Update - Les Mills - Escalation process 

From: "Pritish Nandi" <[email-masked]> 
To: "Anush Saxena" <[email-masked]>, "Arjun Hurry" <[email-masked]>, "Bharat Sharma" <[email-masked]>, "Shakeel Ahmad Hajam" <[email-masked]>, "tasuku yamamoto" <[email-masked]>, "Tushar Chauhan" <[email-masked]>, "Ajay Thomas" <[email-masked]>, "Rohit Singh" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Monday, 15 July, 2019 14:37:11 
Subject: Urgent Update - Les Mills - Escalation process 

Hi Team, 

Please note that going further we will be following the below mentioned process for any escalation to level 2. This would help us minimise incorrect escalations to Level 2 team and also make sure that Charlotte understand our thought process as it seems that their are some discrepancy in it. 

When even you are escalating it to the level 2 team you need to ensure that you write the escalation in this format: 

What is the issue? (Briefly summerize the issue. Write all points which the customer has raised.) 

What has been done ? (Write points on what T/S steps has been done) 

What help is required? (Write your expectation from level 2 team. What you want them to check or suggest on so that you can handle the ticket better) 

PFB The screenshot. 

Regards, 
Pritish Nandi