Subject: Using automated SLAs
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: "Innocent Bohui (INBO)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, "Muhammad Ali (MUAI)" <[email-masked]>, "Matthew Broadley (MAEY)" <[email-masked]>, "Christopher Kurek (CKUR)" <[email-masked]>, "Temistocles Valdes (TEVL)" <[email-masked]>, "Morris Frost (MOFT)" <[email-masked]>, Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Tue, 23 Mar 2021 15:29:55 +0000

Hi team,

Please use the due date only for tickets, where a different reply timeframe outside of normal SLAs has been agreed with the customers. If you agree a different timeframe with a customer, it has to be clearly documented in the case.

In all other cases follow the automated SLAs by selecting Type “Incident”. The SLA timer in the right hand side corner updates automatically according to the ticket’s priority.

This is a much easier way to follow your tickets to be handled on each day. Then of course you’ll have to ensure that you update the cases before the SLA timer goes in red. Our SLA statistics are currently very poor and we’ll have to improve this and do our best to avoid any breached tickets.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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