[It.team] BNYM Indonesia SLA INC00002283110

Glenda Du Plessis Glenda.DuPlessis at ricoh-europe.com
Fri Oct 13 10:22:05 UTC 2023 

Hi Tristram

Thank you for the below feedback.

Regards
Glenda

From: Barnaby, Tristram <Tristram.Barnaby at bnymellon.com>
Sent: Friday, 13 October 2023 12:13
To: Glenda Du Plessis <Glenda.DuPlessis at ricoh-europe.com>; Ryan Krajewski <Ryan.Krajewski at ricoh.co.uk>; Jayna Patel <Jayna.Patel at ricoh-gs.com>; soenwono <soenwono at moderndatasolusi.com>; Patricia Foong Swee See <Patricia.Foong at ricoh.com.my>; helpdesk at moderndatasolusi.com; 'Henry Sutanto' <henry.sutanto at moderndatasolusi.com>; it.team at moderndatasolusi.com; Kavitta A/P Thambidora <Kavitta at ricoh.com.my>; gilang at moderndatasolusi.com; EPG - Ricoh Onsite Support <RicohAdmin at bnymellon.com>
Cc: #RUK-React/REMEA <react at ricoh.co.uk>
Subject: RE: BNYM Indonesia SLA INC00002283110


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Hi Glenda,

This is waiting on the local engineer to install a JAVA card as this is missing and stop us from installing the software – We have asked for the engineer to return with the card and advice once on site so we can work with them.

Kind Regards

Tristram Barnaby
Managed Output Services
BNY Mellon · Workplace Technology Support
Cisco Jabba: 020 7163 7667 |
For Support Please Contact:
Team Email:  Ricohadmin at bnymellon.com<mailto:Ricohadmin at bnymellon.com>
EMEA: +44 207163 4357

From: Glenda Du Plessis <Glenda.DuPlessis at ricoh-europe.com<mailto:Glenda.DuPlessis at ricoh-europe.com>>
Sent: 13 October 2023 10:53
To: Ryan Krajewski <Ryan.Krajewski at ricoh.co.uk<mailto:Ryan.Krajewski at ricoh.co.uk>>; Jayna Patel <Jayna.Patel at ricoh-gs.com<mailto:Jayna.Patel at ricoh-gs.com>>; soenwono <soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>>; Patricia Foong Swee See <Patricia.Foong at ricoh.com.my<mailto:Patricia.Foong at ricoh.com.my>>; helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>; 'Henry Sutanto' <henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>>; it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>; Kavitta A/P Thambidora <Kavitta at ricoh.com.my<mailto:Kavitta at ricoh.com.my>>; gilang at moderndatasolusi.com<mailto:gilang at moderndatasolusi.com>; EPG - Ricoh Onsite Support <RicohAdmin at bnymellon.com<mailto:RicohAdmin at bnymellon.com>>
Cc: react.ricoh.co.uk <react at ricoh.co.uk<mailto:react at ricoh.co.uk>>
Subject: RE: BNYM Indonesia SLA INC00002283110

Thank you Ryan. I have now changed the subcategory and assignment group. @ RicohAdmin@ bnymellon. com could you kindly assist with the below request from the customer. This is required to continue the PCC4 software installation to this device

Thank you Ryan. I have now changed the subcategory and assignment group.
@ RicohAdmin at bnymellon.com<mailto:RicohAdmin at bnymellon.com> could you kindly assist with the below request from the customer.

This is required to continue the PCC4 software installation to this device

Thank you
Glenda

From: Ryan Krajewski <Ryan.Krajewski at ricoh.co.uk<mailto:Ryan.Krajewski at ricoh.co.uk>>
Sent: Friday, 13 October 2023 11:38
To: Glenda Du Plessis <Glenda.DuPlessis at ricoh-europe.com<mailto:Glenda.DuPlessis at ricoh-europe.com>>; Jayna Patel <Jayna.Patel at ricoh-gs.com<mailto:Jayna.Patel at ricoh-gs.com>>; soenwono <soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>>; Patricia Foong Swee See <Patricia.Foong at ricoh.com.my<mailto:Patricia.Foong at ricoh.com.my>>; helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>; 'Henry Sutanto' <henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>>; it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>; Kavitta A/P Thambidora <Kavitta at ricoh.com.my<mailto:Kavitta at ricoh.com.my>>; gilang at moderndatasolusi.com<mailto:gilang at moderndatasolusi.com>; EPG - Ricoh Onsite Support <RicohAdmin at bnymellon.com<mailto:RicohAdmin at bnymellon.com>>
Cc: #RUK-React/REMEA <react at ricoh.co.uk<mailto:react at ricoh.co.uk>>
Subject: RE: BNYM Indonesia SLA INC00002283110

Hi Glenda,

This ticket has now been re-opened!

Kind regards,

Ryan Krajewski
Senior Service Desk Analyst

Ricoh UK Ltd
900 Pavilion Drive,
Northampton Business Park,
Northampton NN4 7RG
UK

VoIP Ext:
Ryan.Krajewski at ricoh.co.uk<mailto:Ryan.Krajewski at ricoh.co.uk>
www.ricoh.co.uk<https://urldefense.com/v3/__http:/www.ricoh.co.uk/__;!!OiWDNh-9Pw!-ueV4cW-JoMLm2oVeLKw5fmF96fUcgTWTPP-fA-P-wEf5YjTJDXWEmcLxDNAJljtBGvuzLvIZqPBIVfvWyuA5WvZyL_K2f1xuO4$>

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From: Glenda Du Plessis <Glenda.DuPlessis at ricoh-europe.com<mailto:Glenda.DuPlessis at ricoh-europe.com>>
Sent: 13 October 2023 09:40
To: Jayna Patel <Jayna.Patel at ricoh-gs.com<mailto:Jayna.Patel at ricoh-gs.com>>; soenwono <soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>>; Patricia Foong Swee See <Patricia.Foong at ricoh.com.my<mailto:Patricia.Foong at ricoh.com.my>>; helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>; 'Henry Sutanto' <henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>>; it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>; Kavitta A/P Thambidora <Kavitta at ricoh.com.my<mailto:Kavitta at ricoh.com.my>>; gilang at moderndatasolusi.com<mailto:gilang at moderndatasolusi.com>; EPG - Ricoh Onsite Support <RicohAdmin at bnymellon.com<mailto:RicohAdmin at bnymellon.com>>; Ryan Krajewski <Ryan.Krajewski at ricoh.co.uk<mailto:Ryan.Krajewski at ricoh.co.uk>>
Subject: RE: BNYM Indonesia SLA INC00002283110

Hi Jayna

Noted with thanks.
@Ryan Krajewski<mailto:Ryan.Krajewski at ricoh.co.uk> is it possible if you could re-open the incident please?

Thanks
Glenda

From: Jayna Patel <Jayna.Patel at ricoh-gs.com<mailto:Jayna.Patel at ricoh-gs.com>>
Sent: Friday, 13 October 2023 09:37
To: #RPO-EMEA-RSD-incident-management <EMEA-RSD-incident-management at ricoh-europe.com<mailto:EMEA-RSD-incident-management at ricoh-europe.com>>; soenwono <soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>>; Patricia Foong Swee See <Patricia.Foong at ricoh.com.my<mailto:Patricia.Foong at ricoh.com.my>>; helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>; 'Henry Sutanto' <henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>>; it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>; Kavitta A/P Thambidora <Kavitta at ricoh.com.my<mailto:Kavitta at ricoh.com.my>>; gilang at moderndatasolusi.com<mailto:gilang at moderndatasolusi.com>; EPG - Ricoh Onsite Support <RicohAdmin at bnymellon.com<mailto:RicohAdmin at bnymellon.com>>; Glenda Du Plessis <Glenda.DuPlessis at ricoh-europe.com<mailto:Glenda.DuPlessis at ricoh-europe.com>>
Subject: RE: BNYM Indonesia SLA INC00002283110

Hi All

Looping in Ricoh Admin, see below

@Glenda Du Plessis<mailto:Glenda.DuPlessis at ricoh-europe.com>, would we ask the customer to raise another ticket if it is a SW issue now and not HW. Surely not?
That doesn’t seem right or the best way for us to manage an incident end to end

Kind regards

Jayna Patel

Global Service Manager
Service and Annuity
Professional Services

Ricoh Europe PLC
20 Triton Street,
London, NW1 3BF,
United Kingdom
Mobile: + 44 (0) 7717 571714
jayna.patel at ricoh-gs.com<mailto:jayna.patel at ricoh-gs.com>
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Please note my working pattern is Monday – Wednesday, Thursday afternoon and Friday mornings


From: #RPO-EMEA-RSD-incident-management <EMEA-RSD-incident-management at ricoh-europe.com<mailto:EMEA-RSD-incident-management at ricoh-europe.com>>
Sent: 12 October 2023 12:00
To: soenwono <soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>>; Patricia Foong Swee See <Patricia.Foong at ricoh.com.my<mailto:Patricia.Foong at ricoh.com.my>>; helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>; 'Henry Sutanto' <henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>>; it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>; Kavitta A/P Thambidora <Kavitta at ricoh.com.my<mailto:Kavitta at ricoh.com.my>>; gilang at moderndatasolusi.com<mailto:gilang at moderndatasolusi.com>
Cc: Jayna Patel <Jayna.Patel at ricoh-gs.com<mailto:Jayna.Patel at ricoh-gs.com>>
Subject: RE: BNYM Indonesia SLA INC00002283110


Good day Soenwono

Thank you kindly for the update on the engineer’s visit.
Could the customer raise a new incident for the SW to be installed our onsite support team will handle the incident. I will Resolve the HW incident with the notes provided.

Thank you again
Glenda


From: Soenwono <soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>>
Sent: Thursday, 12 October 2023 12:44
To: #RPO-EMEA-RSD-incident-management <EMEA-RSD-incident-management at ricoh-europe.com<mailto:EMEA-RSD-incident-management at ricoh-europe.com>>; Patricia Foong Swee See <Patricia.Foong at ricoh.com.my<mailto:Patricia.Foong at ricoh.com.my>>; helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>; 'Henry Sutanto' <henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>>; it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>; Kavitta A/P Thambidora <Kavitta at ricoh.com.my<mailto:Kavitta at ricoh.com.my>>; gilang at moderndatasolusi.com<mailto:gilang at moderndatasolusi.com>
Cc: Jayna Patel <Jayna.Patel at ricoh-gs.com<mailto:Jayna.Patel at ricoh-gs.com>>
Subject: RE: BNYM Indonesia SLA INC00002283110


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Hi Glenda,

Technician has changed the spare part and fix the hardware issue. printer is up and running.
now customer wants the software to be installed. can you advise what should we do?

Thank you.

Regards,
Soenwono Suprapto | GMA & Direct Dept Head
T: +62 21-27937489
F: +62 21-27937486
M: +62-87771697791
www.moderndatasolusi.com<https://urldefense.com/v3/__http:/www.moderndatasolusi.com/__;!!OiWDNh-9Pw!-ueV4cW-JoMLm2oVeLKw5fmF96fUcgTWTPP-fA-P-wEf5YjTJDXWEmcLxDNAJljtBGvuzLvIZqPBIVfvWyuA5WvZyL_KHMRj4QI$>

PT MODERN DATA SOLUSI
JL. Sultan Iskandar Muda No. 29, Kebayoran Lama Utara, Kebayoran Lama - Jakarta Selatan 12240<https://urldefense.com/v3/__https:/goo.gl/maps/ta17fqnTWbL2__;!!OiWDNh-9Pw!-ueV4cW-JoMLm2oVeLKw5fmF96fUcgTWTPP-fA-P-wEf5YjTJDXWEmcLxDNAJljtBGvuzLvIZqPBIVfvWyuA5WvZyL_K-tiel8k$>
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From: #RPO-EMEA-RSD-incident-management <EMEA-RSD-incident-management at ricoh-europe.com<mailto:EMEA-RSD-incident-management at ricoh-europe.com>>
Sent: 12 October 2023 13:59
To: Patricia Foong Swee See <Patricia.Foong at ricoh.com.my<mailto:Patricia.Foong at ricoh.com.my>>; 'helpdesk at moderndatasolusi.com' <helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>>; Henry Sutanto <henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>>; it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>; Kavitta A/P Thambidora <Kavitta at ricoh.com.my<mailto:Kavitta at ricoh.com.my>>; soenwono <soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>>; info at moderndatasolusi.com<mailto:info at moderndatasolusi.com>
Cc: Jayna Patel <Jayna.Patel at ricoh-gs.com<mailto:Jayna.Patel at ricoh-gs.com>>
Subject: RE: BNYM Indonesia SLA INC00002283110

Good morning everyone

We are still awaiting on a update from the team on ETA when the engineer will attend. Could you please advise urgently the status of this incident.


Thank you
Glenda

From: Patricia Foong <Patricia.Foong at ricoh.com.my<mailto:Patricia.Foong at ricoh.com.my>>
Sent: Wednesday, 11 October 2023 11:58
To: Jayna Patel <Jayna.Patel at ricoh-gs.com<mailto:Jayna.Patel at ricoh-gs.com>>; #RPO-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' <helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>>; Henry Sutanto <henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>>; it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>; Kavitta A/P Thambidora <Kavitta at ricoh.com.my<mailto:Kavitta at ricoh.com.my>>; soenwono <soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>>
Subject: RE: BNYM Indonesia SLA INC00002283110


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

Thanks for reaching out and I am adding @soenwono<mailto:soenwono at moderndatasolusi.com>, our POC for this account for support.

Dear Sun Sun and Henry,

Please advise the status of this incident ticket that was logged in on 10th Oct and has it been attended, resolved?

This ticket is about breach SLA…

Thanks.

Advance Leave Notice:  Nil
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<https://urldefense.com/v3/__http:/www.ricoh.com.my/__;!!OiWDNh-9Pw!-ueV4cW-JoMLm2oVeLKw5fmF96fUcgTWTPP-fA-P-wEf5YjTJDXWEmcLxDNAJljtBGvuzLvIZqPBIVfvWyuA5WvZyL_KMkE46BI$>

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From: Jayna Patel <Jayna.Patel at ricoh-gs.com<mailto:Jayna.Patel at ricoh-gs.com>>
Sent: Wednesday, October 11, 2023 5:42 PM
To: #RPO-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' <helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>>; Henry Sutanto <henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>>; it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>; Patricia Foong <Patricia.Foong at ricoh.com.my<mailto:Patricia.Foong at ricoh.com.my>>; Kavitta A/P Thambidora <Kavitta at ricoh.com.my<mailto:Kavitta at ricoh.com.my>>
Subject: RE: BNYM Indonesia SLA INC00002283110

Hi Ladies
Any help you can provide would be appreciated
We have an open incident in Indonesia for a while, soon to breach SLA

Kind regards

Jayna Patel

Global Service Manager
Service and Annuity
Professional Services

Ricoh Europe PLC
20 Triton Street,
London, NW1 3BF,
United Kingdom
Mobile: + 44 (0) 7717 571714
jayna.patel at ricoh-gs.com<mailto:jayna.patel at ricoh-gs.com>
www.ricoh-europe.com<https://urldefense.com/v3/__http:/www.ricoh-europe.com/__;!!OiWDNh-9Pw!-ueV4cW-JoMLm2oVeLKw5fmF96fUcgTWTPP-fA-P-wEf5YjTJDXWEmcLxDNAJljtBGvuzLvIZqPBIVfvWyuA5WvZyL_KE_q4Y-0$>
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Please note my working pattern is Monday – Wednesday, Thursday afternoon and Friday mornings


From: #RPO-EMEA-RSD-incident-management <EMEA-RSD-incident-management at ricoh-europe.com<mailto:EMEA-RSD-incident-management at ricoh-europe.com>>
Sent: 11 October 2023 10:35
To: 'helpdesk at moderndatasolusi.com' <helpdesk at moderndatasolusi.com<mailto:helpdesk 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: Jayna Patel <Jayna.Patel at ricoh-gs.com<mailto:Jayna.Patel at ricoh-gs.com>>
Subject: RE: BNYM Indonesia SLA INC00002283110

Dear team

Please could you provide us with a update on the incident. Kindly note we are to provide feedback to the customer and update ServiceNow. Your urgent response will be appreciated to avoid any breaches.


Thank you
Glenda

From: #RPO-EMEA-RSD-incident-management
Sent: Tuesday, 10 October 2023 16:53
To: helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>
Subject: BNYM Indonesia SLA INC00002283110

Good day team

Kindly note of the incident assigned to your group. Please could you provide status update in order for us to update ServiceNow and in return the customer.
Details below:

Bank of New York Mellon
Jl. Jend. Sudirman Kav. 52-53
Jakarta
12190
Indonesia
S/N-G696M850389

Carlolina Susanto (Oline)
Office Manager
BNY Mellon
Jakarta Representative Office
One Pacific Place, 11th Fl. Suite 73
Jl. Jend. Sudirman Kav. 52-53
Jakarta 12190, Indonesia
T. +62 21 2783 0626 l D. +62 21 2783 0623
F. +65 6490 4570
carlolina.susanto at bnymellon.com<mailto:carlolina.susanto at bnymellon.com<mailto:carlolina.susanto at bnymellon.com%3cmailto:carlolina.susanto at bnymellon.com>> l www.bnymellon.com<http://www.bnymellon.com/<https://urldefense.com/v3/__http:/www.bnymellon.com*3chttp:/www.bnymellon.com/__;JQ!!OiWDNh-9Pw!-ueV4cW-JoMLm2oVeLKw5fmF96fUcgTWTPP-fA-P-wEf5YjTJDXWEmcLxDNAJljtBGvuzLvIZqPBIVfvWyuA5WvZyL_KJcXoKv0$>>


Kind regards
Glenda Du Plessis
RSD Incident Manager
Regional Service Desk
Annuity and Services
Glenda.DuPlessis at ricoh-europe.com<mailto:Glenda.DuPlessis at ricoh-europe.com>
EMEA-RSD-Incident-management at ricoh-europe.com<mailto:EMEA-RSD-Incident-management at ricoh-europe.com>


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