Subject: Les Mills Feedback
From: Pritish Nandi <[email-masked]>
To: Anush Saxena <[email-masked]>, Apoorv Joshi <[email-masked]>, Arjun Hurry <[email-masked]>, "avganova, mushtari" <[email-masked]>, " Bharat Sharma" <[email-masked]>, Mridu Bhatnagar <[email-masked]>, Olesia Dhas <[email-masked]>, "tasuku yamamoto" <[email-masked]>
Cc: deeksha <[email-masked]>
Date: Sun, 3 Nov 2019 21:28:52 -0700 (MST)

Hi All, 

Couple of feedbacks on handling tickets for LM Virtual. Please make sure this is implemented right away. (This is how Charlotte feels as well) 

1. Make sure that all your diagnosis are based on Kibana. I have trained every body on Kibana so I would not hear any excuse on not checking Kibana. Also, you would need to use your brain and see what data to look for. It cannot be just any random data. Kibana notes needs to be included everytime you check it. 

2. Your replies has to be clear and to the point. 

3. No escalation to Charlotte until you have all the data. Also, while escalating your notes has to be precise. 

4. Everytime you take a call you would need to make sure you are writing a detailed note about the conversation. A two liner note would not justify. 

5. Follow up needs to be done regularly and it has to be checked by everybody. You should not be dependent of the other person that they have done the job. This would help us on closure time. 

6. If the issue is resolved then the tickets could be closed then and there. You do not have to give them 48 hours TAT. But you need to check every aspect and use your common sense. Again helps on Closure time. 

7. Whenever you have time you would go through previous tickets and knowledge base specially Kibana to lean more about it. 

Regards, 
Pritish Nandi