Subject: Re: Urgent cases
From: Saurabh Dadu <[email-masked]>
To: "Sara Aknooni (SRAK)" <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>
Cc: "Heta Nyrhinen (HNYR)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Tue, 9 Mar 2021 15:15:11 +0000

Hi Sara,

Ashish got to know about this about around half and hour past midnight local time. He couldnt identify the issue, so he called me.

I didn't have access to internet, and he could not find the numbers listed in Talkdesk. Was very odd timing, and I could not offer much support, so we had to leave it to next day.

Not many people are aware of how your number routing is set-up. And when those numbers were deleted, we were not informed, and had no idea on how to fix.

Next time we will have Pritish or Ashish call you or Heta up directly and discuss.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Sara Aknooni (SRAK) <[email-masked]>
Sent: 09 March 2021 8:40 PM
To: Saurabh Dadu <[email-masked]>; Pritish Nandi (LSM) <[email-masked]>
Cc: Heta Nyrhinen (HNYR) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>; Ashish Dabral <[email-masked]>
Subject: Urgent cases

Hi Saurabh and Pritish,

As you know, we had an incident on our phones yesterday which led to missing our US and Canada incoming calls last night.

It was of course our mistake by deleting temporary numbers, but it brought up the question” Who is the escalation point in LSM” if an issue happens outside of working hrs.?

In EPOS, it’s me and Heta and our phone numbers are shared with Pritsih, but we need to secure the team if a critical incident happens,

Could you confirm please so we could share a contact number with our team, for escalations?

Thank you!

Best regards​​

Sara Aknooni
Project Manager

Global Support and Service
+45 4470 0124

+45 7131  4960

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