[It.team] GSK Indonesia INC00002170580 PT MDS SLA Breach

[EMEA-RSD-incident-management]

Hi Team

Can you kindly assist

Thank you


Best regards.


Heather Petersen
Regional Service Desk Incident Manager
Annuity and Service
Heather.petersen at ricoh-europe.com


-----Original Message-----
From: henry.sutanto at moderndatasolusi.com <henry.sutanto at moderndatasolusi.com>
Sent: Thursday, 16 March 2023 09:37
To: EMEA-RSD-incident-management <EMEA-RSD-incident-management at ricoh-europe.com>
Cc: ServiceNow <ricoheurope at service-now.com>; 'helpdesk at moderndatasolusi.com' <helpdesk at moderndatasolusi.com>; 'soenwono at moderndatasolusi.com' <soenwono at moderndatasolusi.com>; 'it.team at moderndatasolusi.com' <it.team at moderndatasolusi.com>; Patricia Foong Swee See <Patricia.Foong at ricoh.com.my>; Sara Bulgarelli <Sara.Bulgarelli at ricoh-gs.com>
Subject: Re: GSK Indonesia INC00002170580 PT MDS SLA Breach

This message was sent from an external source. Please be careful opening attachments/links or replying to sources you don’t know.

Hi Team,

Good Afternoon,

Just info, that our engineer already doing the configiration (March 15,2023), now we waiting from RES to push the SLNX (March 16, 2023).

Regards,
Henry

On 16-03-2023 14:27, EMEA-RSD-incident-management wrote:
> Hi Team
>
> Kindly confirm when engineer will be onsite please.
>
> Thank you
>
> Best regards.
>
> Heather Petersen
> Regional Service Desk Incident Manager
>
> Annuity and Service
>
> Heather.petersen at ricoh-europe.com
>
> From: EMEA-RSD-incident-management
> Sent: Wednesday, 15 March 2023 10:30
> To: ServiceNow <ricoheurope at service-now.com>;
> helpdesk at moderndatasolusi.com; soenwono at moderndatasolusi.com;
> henry.sutanto at moderndatasolusi.com; it.team at moderndatasolusi.com
> Cc: Sara Bulgarelli <Sara.Bulgarelli at ricoh-gs.com>
> Subject: GSK Indonesia INC00002170580 PT MDS SLA Breach
> Importance: High
>
> Hi Team
>
> Kindly advice when engineer will be onsite to attend to this Breached
> INC please:
>
> INC00002170580
>
> Indonesia
>
> 14-03-2023 04:43:08
>
> C398PC00837
>
> Printer unable to scan and printing
>
> PT MDS
>
> INC50397911
>
> Thank you
>
> Best regards.
>
> Heather Petersen
> Regional Service Desk Incident Manager
>
> Annuity and Service
>
> Heather.petersen at ricoh-europe.com
>
> From: IT Service Desk <ricoheurope at service-now.com>
> Sent: Wednesday, 15 March 2023 08:44
> To: EMEA-RSD-incident-management
> <EMEA-RSD-incident-management at ricoh-europe.com>;
> helpdesk at moderndatasolusi.com; soenwono at moderndatasolusi.com;
> henry.sutanto at moderndatasolusi.com; it.team at moderndatasolusi.com
> Subject: URGENT ACTION REQUIRED - GSK Indonesia INC00002170580 PT MDS
> SLA Breach - NO REPLY ALERT
>
> Dear Ricoh Resolver Team,
>
> Herewith you are informed that Incident record INC00002170580 has
> breached its agreed resolution time. Incident will reach its deadline
> at 15-03-2023 06:43:08 GMT.
>
> Please take action imminently to resolve the incident to avoid any
> further disruption to the customer. Failure of SLA could result in a
> penalty!
>
> This incident has breached SLA, please provide the breached reason
> along with any corrective action where applicable to
> EMEA-RSD-INCIDENT-MANAGEMENT at Ricoh-europe.com.
>
> Incident Number: INC00002170580
> Internal Ref: PT MDS
> Serial Number: C398PC00837
> Location: JAKARTA PULOGADUNG, GSK
> Country: Indonesia
>
> Short description:
> Printer unable to scan and printing
>
> Kind Regards
> Regional Service Desk
>
> This is an automatically generated message - Please do not reply
> directly to this email.
> Please respond to EMEA-RSD-incident-management at ricoh-europe.com
>
> Ref:MSG64621535 Ricoh Europe Holdings PLC is a company registered in
> England, under company number 06273215, with a registered office at 20
> Triton Street, London, NW1 3BF. The UK business of Ricoh Europe
> Holdings PLC is operated by: (i) Ricoh Europe PLC, a company
> registered in England under company number 00720944, with a registered
> office at 20 Triton Street, London, NW1 3BF; (ii) Ricoh UK Limited, a
> company registered in England under company number 01271033, with a
> registered office at Ricoh House, 800 Pavilion Drive, Northampton, NN4
> 7YL; and (iii) Ricoh Capital Limited, a company registered in England
> under company number 03001351, with a registered office at 20 Triton
> Street, London, NW1 3BF Please consider the environment before
> printing this e-mail
Ricoh Europe Holdings PLC is a company registered in England, under company number 06273215, with a registered office at 20 Triton Street, London, NW1 3BF. The UK business of Ricoh Europe Holdings PLC is operated by: (i) Ricoh Europe PLC, a company registered in England under company number 00720944, with a registered office at 20 Triton Street, London, NW1 3BF; (ii) Ricoh UK Limited, a company registered in England under company number 01271033, with a registered office at Ricoh House, 800 Pavilion Drive, Northampton, NN4 7YL; and (iii) Ricoh Capital Limited, a company registered in England under company number 03001351, with a registered office at 20 Triton Street, London, NW1 3BF Please consider the environment before printing this e-mail