Subject: Re: LTK1221601522656X
From: Subir Chakma <[email-masked]>
To: Sanjeev Khurma <[email-masked]>
Date: Mon, 14 Jul 2014 09:49:17 +0530 (IST)

Sanjeev 

I've seen few escalations wherein, you do Not acknowledge customer's email, and will just forward it to L2. By the time L2 handle the ticket response get delayed, and it gives a bad impression, as the customer is not aware that issue is being reviewed by higher level. 

Therefore, always send an acknowlegement email before escalating. This is not new, but age old policy we had. I am not sure if you are aware of it, but moving forward it must be followed strictly. 

Regards 
Subir