Subject: Re: No Response Ticket Follow up Procedure
From: Pritish Nandi <[email-masked]>
To: Charlotte Jansen <[email-masked]>
Date: Tue, 31 Dec 2019 00:17:57 -0700 (MST)

This is understood Charlotte. 

Regards, 
Pritish 

From: "Charlotte Jansen" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Sent: Tuesday, December 31, 2019 5:44:59 AM 
Subject: RE: No Response Ticket Follow up Procedure 

Hi Pritish, 

Yes, if you see that the issues seem to be resolved via kibana then I think you can send the 48 hour closure notice and close the ticket. The customer can always re-open the ticket if need be. Do not close the ticket if errors are still coming through, escalate these to me. 

Thanks 

Charlotte 

	

	

	

Charlotte Jansen ​ 	

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Customer Support B2B 

Les Mills International 	

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www.lesmills.com 

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From: Pritish Nandi <[email-masked]> 
Sent: Monday, 30 December 2019 12:58 am 
To: Charlotte Jansen <[email-masked]> 
Subject: No Response Ticket Follow up Procedure 

Hi Charlotte, 

Just wanted to understand that how much time should we wait when closing AV related tickets when customers are not responding. We are sending multiple follow up emails to customers for confirming AV issue however not receiving replies. 

I understand that we would have delay in replied due to Holiday season. However, how much time do you think we should wait before we can send them a closure response. 

At this time we are trying to send 4-5 responses also trying to reach via phone. If we see they have stable playback without errors we send a final follow up advising that we can see the playback is smooth and we will close this ticket in couple of days. 

Please advise. 

Regards, 

Pritish Nandi