Subject: Level 1 agents contacting Level 2 directly
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: Deeksha <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>
Date: Wed, 5 May 2021 06:14:22 +0000

Hi Pritish,

I’m still receiving several direct messages from Level 1 agents in Teams for answering all sorts of basic questions. Could you please make it clear to them that they can’t skip several levels of escalation and contact me directly. Even for GDPR breaches, they should contact you first and if you or no other LSM supervisor is present, they can contact me directly. In those cases I would prefer receiving a phone call instead of a Teams chat.

Chris also said that the German agents are contacting him a lot directly. They should use the normal escalation routes or transfer reseller/high-profile customer calls to him, if necessary.

Thank you for your efforts!

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

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