Subject: Fwd: High priority tickets
From: Pritish Nandi <[email-masked]>
To: siddhartha kler <[email-masked]>, Marika Fujita <[email-masked]>, Jiaojia Chen <[email-masked]>, Kanak Bhatt <[email-masked]>, Pravesh Singh <[email-masked]>, Antonio Iunco <[email-masked]>
Date: Wed, 4 Nov 2020 00:04:57 -0700 (MST)

From: "Sara Aknooni, SRAK" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]>, "Ismail Lsm" <[email-masked]>, "Arjun Hurry" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]> 
Sent: Wednesday, November 4, 2020 3:43:59 AM 
Subject: High priority tickets 

Hi all, 

Today we had an escalation where a ticket was submitted by EPOS Sales rep. in Aug. and still open in AJ’s queue. 

That could be our fault that haven’t clarified the customers divisions, but I also expect you to pay attention who is involved in a ticket. 

To be aligned, from now on, let’s follow the below instruction until we put a guideline together. 

Tickets to be handled only by L2: 

    * If an EPOS employee is involved 
    * If Nr. of devices involved are more than 20 
    * If the business potential is more than 50 devices 
    * If the customer is a high profile one, 

How to check? 

When there is a company email address, always check the customer’s profile, to see if there are/have been other tickets from that account 

If yes, the customer should be either a reseller, a key account or high profile customer. 

Consult L2 to find the customer’s profile if can’t decide 

Ticket life time: 

    * If the ticket is in your queue for more than 1 month because you can’t provide a solution or the issue persist despite of all troubleshooting done, 

the ticket needs to be escalated to L2, if the ticket is older than 1 month because the customer is not responsive or slow on responding, then: 

There is a macro called “Old tickets” all tickets older than 1 month need to have that macro included and the fields are filled out 

[ mailto:[email-masked] | @Pritish
 Nandi ] Could you also share this with Jessica and monitor to ensure it’s happening in L2? 

	

Best regards, 

Sara Aknooni 
Project Manager 

Global Support and Service 

+45 4470 0124 
+45 7131 4960 

	

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