Subject: Delayed response
From: Siddhartha Kler <[email-masked]>
To: Pritish Nandi <[email-masked]>, Deeksha <[email-masked]>
Date: Tue, 24 Nov 2020 07:26:19 -0700 (MST)

Hi, 

Kindly look into delayed response. 

It is also resulting into SLA breach on the cases which requires L2 feedback. 

- When TS from Level 1 is exhausted. 
- Technical Specifications such as going thru log files. 
- Trying to reproduce the issue at our end. 

This is disappointing. 

With almost every case which requires L2 suggestions. We are facing this problem. 

And there is similar feedback from every new lsm new enterprise agent. 

I would suggest to kindly create an online google doc or Microsoft one drive note. Where agents put case number / issue details/ date and time - and and once updated by L2 - L2 should leave the remark. 

This will also help us to report to quality if find similar issues raised by different customers. 

Kind Regards, 
Siddhartha Kler