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

Thu Mar 23 14:59:22 UTC 2023

Dear All, good day.

Please be informed that today is the bank day for Indonesia and will resume as usual tomorrow.

As far as I know, PTM has went to site several times to get the device configured as per buildbook and yet GSSC is till not able to have the SLNX push down.

GSSC team suspect that it could be the network issue and asking for network verification with the local IT, unfortunately the local IT is not able to do much help..this is what I was informed.
And also not sure if setting of HTTPS has been done on the device which this portion will fall under PTM to do it.

Nevertheless, I will follow up closely with Henry/Sun Sun.

Dear Pak Henry/Sun Sun, good day.

I am demanding for an update before noon tomorrow (Friday) to provide an update on this SLA Breach ticket and your respond is EXTREMELY POOR.

Is it so difficult to provide an update as I have made known to you that this is CRITICAL for many times and device needs to be up as soon as possible.

We are not able to update the central customer without your update and they will put the blame on Ricoh/PTM as “no respond”.

If local IT not able to help us on the verification of their network, at least we could inform the central customer that issue is not from our side.
Thank you.

Advance Leave Notice:  27th and 28th Mar
Public Holiday: Nil

Thank you.
Patricia Foong
Senior Global Account Coordinator
Ricoh Global Services Greater Asia Pacific
Business Operation Division
Mobile Phone : +6016 410 4493
patricia.foong at ricoh.com.my<mailto:patricia.foong at ricoh.com.my>
RICOH (Malaysia) Sdn Bhd  (10078-W)
UG-D6, Level Upper Ground,
Utropolis Suites 2, Jalan Kontraktor U1/14,
40150 Shah Alam, Selangor,
Malaysia.

Service Hotline: 1300 88 8228
Website: www.ricoh.com.my<http://www.ricoh.com.my/>

[cid:image001.jpg at 01D95DD8.9D2CAC50]<https://www.ricoh.com.my/>

This message together with any attachments is confidential and intended solely for the person or entity to whom it is addressed. It contains information that is confidential and that may be legally privileged. If you are not the intended recipient (or if you have received this message in error), please notify the sender immediately by replying to this message and delete this e-mail (and any other record of it) from your system. Please do not copy or use it for any purpose. Recipient is advised to check this email and any attachments for the presence of trojans or viruses. The company accepts no liability for any damage caused by any virus transmitted by this email.

From: EMEA-RSD-incident-management <EMEA-RSD-incident-management at ricoh-europe.com>
Sent: Thursday, March 23, 2023 1:56 PM
To: Henry Sutanto <henry.sutanto at moderndatasolusi.com>
Cc: ServiceNow <ricoheurope at service-now.com>; 'helpdesk at moderndatasolusi.com' <helpdesk at moderndatasolusi.com>; soenwono <soenwono at moderndatasolusi.com>; 'it.team at moderndatasolusi.com' <it.team at moderndatasolusi.com>; Patricia Foong <Patricia.Foong at ricoh.com.my>; Sara Bulgarelli <Sara.Bulgarelli at ricoh-gs.com>
Subject: RE: GSK Indonesia INC00002170580 PT MDS SLA Breach
Importance: High

Hi Henry I need an urgent update on this INC - we have a meeting with the client this afternoon please. Thank you Best regards. Heather Petersen Regional Service Desk Incident Manager Annuity and Service Heather. petersen@ ricoh-europe. com -----Original
ZjQcmQRYFpfptBannerStart
CAUTION: This Email is from an EXTERNAL source. Ensure you trust this sender before clicking on any links or attachments.
ZjQcmQRYFpfptBannerEnd

Hi Henry

I need an urgent update on this INC - we have a meeting with the client this afternoon please.

Thank you

Best regards.

Heather Petersen

Regional Service Desk Incident Manager

Annuity and Service

Heather.petersen at ricoh-europe.com<mailto:Heather.petersen at ricoh-europe.com>

-----Original Message-----

From: henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com> <henry.sutanto at moderndatasolusi.com<mailto: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<mailto:EMEA-RSD-incident-management at ricoh-europe.com>>

Cc: ServiceNow <ricoheurope at service-now.com<mailto:ricoheurope at service-now.com>>; 'helpdesk at moderndatasolusi.com' <helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>>; 'soenwono at moderndatasolusi.com' <soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>>; 'it.team at moderndatasolusi.com' <it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>>; Patricia Foong Swee See <Patricia.Foong at ricoh.com.my<mailto:Patricia.Foong at ricoh.com.my>>; Sara Bulgarelli <Sara.Bulgarelli at ricoh-gs.com<mailto: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<mailto: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<mailto:ricoheurope at service-now.com>>;

> helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>; soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>;

> henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>; it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>

> Cc: Sara Bulgarelli <Sara.Bulgarelli at ricoh-gs.com<mailto: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<mailto:Heather.petersen at ricoh-europe.com>

>

> From: IT Service Desk <ricoheurope at service-now.com<mailto: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<mailto:EMEA-RSD-incident-management at ricoh-europe.com>>;

> helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>; soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>;

> henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>; it.team at moderndatasolusi.com<mailto: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<mailto: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<mailto: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
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://moderndatasolusi.com/pipermail/it.team_moderndatasolusi.com/attachments/20230323/5b20d431/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image001.jpg
Type: image/jpeg
Size: 27583 bytes
Desc: image001.jpg
URL: <http://moderndatasolusi.com/pipermail/it.team_moderndatasolusi.com/attachments/20230323/5b20d431/attachment.jpg>