Subject: BASICXX - CHANGE OF ESCALATION PROCEDURE- URGENT/IMP
From: Subir Chakma <[email-masked]>
To: "Abdelrehman Gomla . Osman Yossef" <[email-masked]>, "Ahmed Magdy" <[email-masked]>, Ahmed Samir <[email-masked]>, ali alassang <[email-masked]>, "Eman Sharafeldein" <[email-masked]>, "Mohamed El-Deeb" <[email-masked]>, Mohammed Asraf <[email-masked]>, "Subir Chakma" <[email-masked]>
Date: Thu, 2 Feb 2017 20:06:21 +0530 (IST)

BASICXX - CHANGE OF ESCALATION PROCEDURE- URGENT/IMP 

Dear team, 

After my email communication with the management team of Basicxx, apparently, they are not getting your email issues on customers. Due to this they are not replying and we have few pending issues. 

We have already forwarded list of pending issues to them. They have started working on them and hopefully within 24-48 hours, we should have a resolution to most of them, if not all. 

Moving ahead, we all have to make sure everything should be sorted out within the period of 48-72 hours. This is a deadline from client in resolving issues. 

To implement it below procedure will be followed by all- 

- CC me - [email-masked] in ALL your emails to the Client. 

- Your emails to Client should have a 'Complete' case summary. Currently, you are writing a one liner which is inadequate and not okay. 

- Always create a separate ticket for the customer and if there is a issue going on, you must put a Summary Note. 

- All the calls we receive for an existing ticket/case must be 'Logged' on the Ticket. It must mention briefly the discussions and what was advised and what you are doing to follow up further etc... 

Any question, shout! 

Regards