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<p class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Team<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">Kindly confirm when engineer will be onsite please.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">Thank you<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:black">Best regards.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:black">Heather Petersen<br>
</span><span lang="EN-GB" style="color:black">Regional Service Desk Incident Manager</span><span lang="EN-GB"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:black">Annuity and Service<o:p></o:p></span></p>
<p class="MsoNormal"><u><span style="color:blue"><a href="mailto:Heather.petersen@ricoh-europe.com">Heather.petersen@ricoh-europe.com</a></span></u><o:p></o:p></p>
<p class="MsoNormal"><img border="0" width="401" height="87" style="width:4.177in;height:.9062in" id="Picture_x0020_2" src="cid:image001.png@01D957E9.9BBAD710"><o:p></o:p></p>
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<p class="MsoNormal"><b><span lang="EN-US">From:</span></b><span lang="EN-US"> EMEA-RSD-incident-management
<br>
<b>Sent:</b> Wednesday, 15 March 2023 10:30<br>
<b>To:</b> ServiceNow <ricoheurope@service-now.com>; helpdesk@moderndatasolusi.com; soenwono@moderndatasolusi.com; henry.sutanto@moderndatasolusi.com; it.team@moderndatasolusi.com<br>
<b>Cc:</b> Sara Bulgarelli <Sara.Bulgarelli@ricoh-gs.com><br>
<b>Subject:</b> GSK Indonesia INC00002170580 PT MDS SLA Breach <br>
<b>Importance:</b> High<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Team<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">Kindly advice when engineer will be onsite to attend to this Breached INC please:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;color:black">INC00002170580<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;color:red">Indonesia<o:p></o:p></span></p>
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<p class="MsoNormal" align="right" style="text-align:right"><span style="font-size:10.0pt;color:black">14-03-2023 04:43:08<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;color:black">C398PC00837<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;color:black">Printer unable to scan and printing<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;color:black">PT MDS<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;color:black">INC50397911<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Thank you<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:black">Best regards.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:black">Heather Petersen<br>
</span><span lang="EN-GB" style="color:black">Regional Service Desk Incident Manager</span><span lang="EN-GB"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:black">Annuity and Service<o:p></o:p></span></p>
<p class="MsoNormal"><u><span style="color:blue"><a href="mailto:Heather.petersen@ricoh-europe.com">Heather.petersen@ricoh-europe.com</a></span></u><o:p></o:p></p>
<p class="MsoNormal"><img border="0" width="401" height="87" style="width:4.177in;height:.9062in" id="Picture_x0020_1" src="cid:image001.png@01D957E9.9BBAD710"><o:p></o:p></p>
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<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US">From:</span></b><span lang="EN-US"> IT Service Desk <<a href="mailto:ricoheurope@service-now.com">ricoheurope@service-now.com</a>>
<br>
<b>Sent:</b> Wednesday, 15 March 2023 08:44<br>
<b>To:</b> EMEA-RSD-incident-management <<a href="mailto:EMEA-RSD-incident-management@ricoh-europe.com">EMEA-RSD-incident-management@ricoh-europe.com</a>>;
<a href="mailto:helpdesk@moderndatasolusi.com">helpdesk@moderndatasolusi.com</a>;
<a href="mailto:soenwono@moderndatasolusi.com">soenwono@moderndatasolusi.com</a>;
<a href="mailto:henry.sutanto@moderndatasolusi.com">henry.sutanto@moderndatasolusi.com</a>;
<a href="mailto:it.team@moderndatasolusi.com">it.team@moderndatasolusi.com</a><br>
<b>Subject:</b> URGENT ACTION REQUIRED - GSK Indonesia INC00002170580 PT MDS SLA Breach - NO REPLY ALERT<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Dear Ricoh Resolver Team, </span><o:p></o:p></p>
<p><span style="font-size:10.0pt;font-family:"Arial",sans-serif">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.</span><o:p></o:p></p>
<p><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Please take action imminently to resolve the incident to avoid any further disruption to the customer. Failure of SLA could result in a penalty!</span><o:p></o:p></p>
<p><span style="font-size:10.0pt;font-family:"Arial",sans-serif">This incident has breached SLA, please provide the breached reason along with any corrective action where applicable to
<a href="mailto:EMEA-RSD-INCIDENT-MANAGEMENT@Ricoh-europe.com">EMEA-RSD-INCIDENT-MANAGEMENT@Ricoh-europe.com</a>.</span><o:p></o:p></p>
<p><strong><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Incident Number:</span></strong><span style="font-size:10.0pt;font-family:"Arial",sans-serif"> INC00002170580 </span><br>
<strong><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Internal Ref:</span></strong><span style="font-size:10.0pt;font-family:"Arial",sans-serif"> PT MDS </span><br>
<strong><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Serial Number:</span></strong><span style="font-size:10.0pt;font-family:"Arial",sans-serif"> C398PC00837 </span><br>
<strong><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Location:</span></strong><span style="font-size:10.0pt;font-family:"Arial",sans-serif"> JAKARTA PULOGADUNG, GSK</span><br>
<strong><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Country:</span></strong><span style="font-size:10.0pt;font-family:"Arial",sans-serif"> Indonesia</span>
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<strong><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Short description:</span></strong><br>
<span style="font-size:10.0pt;font-family:"Arial",sans-serif">Printer unable to scan and printing</span><o:p></o:p></p>
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<p><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Kind Regards </span><br>
<span style="font-size:10.0pt;font-family:"Arial",sans-serif">Regional Service Desk</span><o:p></o:p></p>
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<span style="font-size:10.0pt;font-family:"Arial",sans-serif">Please respond to <a href="mailto:EMEA-RSD-incident-management@ricoh-europe.com" target="_blank" title="mailto:emea-rsd-incident-management@ricoh-europe.com">EMEA-RSD-incident-</a><a href="mailto:EMEA-RSD-incident-management@ricoh-europe.com" target="_blank" title="mailto:emea-rsd-incident-management@ricoh-europe.com">management@ricoh-europe.com</a>
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