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<p class="MsoNormal">Dear Jayna,<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Thanks for reaching out and I am adding <a id="OWAAM94FBE7DF52574D2E88AC121BCC05C931" href="mailto:soenwono@moderndatasolusi.com">
<span style="font-family:"Calibri",sans-serif;text-decoration:none">@soenwono</span></a>, our POC for this account for support.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Dear Sun Sun and Henry,<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Please advise the status of this incident ticket that was logged in on 10<sup>th</sup> Oct and has it been attended, resolved?<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">This ticket is about breach SLA…<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Thanks.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-family:"Times New Roman",serif;color:#3B9B4B;mso-ligatures:standardcontextual;mso-fareast-language:JA">Advance Leave Notice:
</span></b><b><span style="font-family:"Times New Roman",serif;color:#2F5496;mso-ligatures:standardcontextual;mso-fareast-language:JA">Nil<o:p></o:p></span></b></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-family:"Times New Roman",serif;color:#3B9B4B;mso-ligatures:standardcontextual;mso-fareast-language:JA">Public Holiday: </span></b><b><span style="font-family:"Times New Roman",serif;color:#2F5496;mso-ligatures:standardcontextual;mso-fareast-language:JA">
Nil </span></b><b><span style="font-family:"Times New Roman",serif;color:#2F5496;mso-fareast-language:JA"><o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-family:"Times New Roman",serif;color:#2F5496;mso-ligatures:standardcontextual;mso-fareast-language:JA"><o:p> </o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-family:"Times New Roman",serif;color:#2F5496;mso-ligatures:standardcontextual;mso-fareast-language:JA"><o:p> </o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-family:"Arial",sans-serif;color:#002060;mso-ligatures:standardcontextual"><o:p> </o:p></span></b></p>
<p class="MsoNormal" style="margin-bottom:6.0pt;text-autospace:none"><b><span style="font-family:"Arial",sans-serif;color:#002060;mso-ligatures:standardcontextual">Thank you.</span></b><b><span style="font-size:10.0pt;font-family:"Times New Roman",serif;color:black;mso-ligatures:standardcontextual"><o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-bottom:6.0pt;text-autospace:none"><b><span style="font-family:"Arial",sans-serif;color:#002060;mso-ligatures:standardcontextual">Patricia Foong
</span></b><span style="font-family:"Arial",sans-serif;color:#002060;mso-ligatures:standardcontextual"><br>
Senior Global Account Coordinator<br>
Ricoh Global Services Greater Asia Pacific<br>
Business Operation Division<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:6.0pt;text-autospace:none"><span style="font-family:"Arial",sans-serif;color:#002060;mso-ligatures:standardcontextual">Mobile Phone : +6016 410 4493<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;text-autospace:none"><u><span style="font-family:"Arial",sans-serif;color:#0070C0;mso-ligatures:standardcontextual"><a href="mailto:patricia.foong@ricoh.com.my"><span style="color:#0070C0">patricia.foong@ricoh.com.my</span></a></span></u><b><span style="color:#2F5496;mso-ligatures:standardcontextual"><o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-bottom:6.0pt;text-autospace:none"><b><span style="font-family:"Arial",sans-serif;color:#002060;mso-ligatures:standardcontextual">RICOH (Malaysia) Sdn Bhd (10078-W)</span></b><span style="font-family:"Arial",sans-serif;color:#002060;mso-ligatures:standardcontextual">
<o:p></o:p></span></p>
<p class="MsoNormal" style="text-autospace:none"><span style="font-family:"Arial",sans-serif;color:#002060;mso-ligatures:standardcontextual">UG-D6, Level Upper Ground,<o:p></o:p></span></p>
<p class="MsoNormal" style="text-autospace:none"><span lang="DE" style="font-family:"Arial",sans-serif;color:#002060;mso-ligatures:standardcontextual">Utropolis Suites 2, Jalan Kontraktor U1/14,<o:p></o:p></span></p>
<p class="MsoNormal" style="text-autospace:none"><span style="font-family:"Arial",sans-serif;color:#002060;mso-ligatures:standardcontextual">40150 Shah Alam, Selangor,<o:p></o:p></span></p>
<p class="MsoNormal" style="text-autospace:none"><span style="font-family:"Arial",sans-serif;color:#002060;mso-ligatures:standardcontextual">Malaysia.<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:105%"><span style="font-family:"Arial",sans-serif;color:#666666;mso-ligatures:standardcontextual"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:105%"><span style="font-family:"Arial",sans-serif;color:#002060;mso-ligatures:standardcontextual">Service Hotline: 1300 88 8228<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:105%"><span style="font-family:"Arial",sans-serif;color:#002060;mso-ligatures:standardcontextual">Website:</span><span style="font-family:"Arial",sans-serif;color:#666666;mso-ligatures:standardcontextual">
</span><span style="font-family:"Arial",sans-serif;color:black;mso-ligatures:standardcontextual"><a href="http://www.ricoh.com.my/"><span style="color:blue">www.ricoh.com.my</span></a><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:6.0pt;text-autospace:none"><u><span style="font-family:"Arial",sans-serif;color:blue;mso-ligatures:standardcontextual"><o:p><span style="text-decoration:none"> </span></o:p></span></u></p>
<p class="MsoNormal" style="line-height:105%"><a href="https://www.ricoh.com.my/"><span style="color:black;text-decoration:none"><img border="0" width="600" height="184" style="width:6.25in;height:1.9166in" id="Picture_x0020_6" src="cid:image001.jpg@01D9FC6C.62C81E90"></span></a><span style="color:black;mso-ligatures:standardcontextual"><o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:105%"><span style="color:black;mso-ligatures:standardcontextual"><o:p> </o:p></span></p>
<p class="MsoNormal"><i><span style="font-size:9.0pt;color:#3F621F;mso-ligatures:standardcontextual">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.<o:p></o:p></span></i></p>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b>From:</b> Jayna Patel <Jayna.Patel@ricoh-gs.com> <br>
<b>Sent:</b> Wednesday, October 11, 2023 5:42 PM<br>
<b>To:</b> #RPO-EMEA-RSD-incident-management <EMEA-RSD-incident-management@ricoh-europe.com>; 'helpdesk@moderndatasolusi.com' <helpdesk@moderndatasolusi.com>; Henry Sutanto <henry.sutanto@moderndatasolusi.com>; it.team@moderndatasolusi.com; Patricia Foong <Patricia.Foong@ricoh.com.my>;
Kavitta A/P Thambidora <Kavitta@ricoh.com.my><br>
<b>Subject:</b> RE: BNYM Indonesia SLA INC00002283110<o:p></o:p></p>
</div>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span lang="EN-GB">Hi Ladies<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">Any help you can provide would be appreciated<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">We have an open incident in Indonesia for a while, soon to breach SLA<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<div>
<p class="MsoNormal" style="margin-left:.75pt;text-autospace:none"><b><span lang="EN-GB" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black;mso-fareast-language:EN-GB">Kind regards<o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-left:.75pt;text-autospace:none"><b><span lang="EN-GB" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black;mso-fareast-language:EN-GB"><o:p> </o:p></span></b></p>
<p class="MsoNormal" style="margin-left:.75pt;text-autospace:none"><b><span lang="EN-GB" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black;mso-fareast-language:EN-GB">Jayna Patel<o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-left:.75pt;text-autospace:none"><span lang="EN-GB" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black;mso-fareast-language:EN-GB"><br>
Global Service Manager<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.75pt;text-autospace:none"><span lang="EN-GB" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black;mso-fareast-language:EN-GB">Service and Annuity<br>
Professional Services<br>
<b><br>
Ricoh Europe PLC</b><br>
20 Triton Street, <br>
London, NW1 3BF, <o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.75pt;text-autospace:none"><span lang="EN-GB" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black;mso-fareast-language:EN-GB">United Kingdom<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.75pt;text-autospace:none"><span lang="EN-GB" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black;mso-fareast-language:EN-GB">Mobile: + 44 (0) 7717 571714<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.75pt;text-autospace:none"><span lang="EN-GB" style="mso-fareast-language:EN-GB"><a href="mailto:jayna.patel@ricoh-gs.com"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">jayna.patel@ricoh-gs.com</span></a></span><span lang="EN-GB" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black;mso-fareast-language:EN-GB">
</span><u><span lang="EN-GB" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:blue;mso-fareast-language:EN-GB"><br>
</span></u><span lang="EN-GB" style="mso-fareast-language:EN-GB"><a href="http://www.ricoh-europe.com/"><span style="font-size:10.0pt;font-family:"Arial",sans-serif;color:blue">www.ricoh-europe.com</span></a><u><span style="color:blue"><o:p></o:p></span></u></span></p>
<p class="MsoNormal" style="margin-left:.75pt;text-autospace:none"><a href="http://www.ricoh.co.uk/"><span lang="EN-GB" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:blue;mso-fareast-language:EN-GB;text-decoration:none"><img border="0" width="70" height="25" style="width:.7291in;height:.2604in" id="Picture_x0020_5" src="cid:image002.jpg@01D9FC6C.62C81E90"></span></a><span lang="EN-GB" style="color:#1F497D;mso-fareast-language:EN-GB"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB" style="mso-fareast-language:EN-GB"><a href="../../../Local/Temp/notes238032/www.facebook.com/ricoheurope"><span style="font-size:10.0pt;font-family:"Arial",sans-serif;color:blue;text-decoration:none"><img border="0" width="19" height="19" style="width:.1979in;height:.1979in" id="Picture_x0020_2" src="cid:image003.jpg@01D9FC6C.62C81E90"></span><span style="font-size:10.0pt;font-family:"Arial",sans-serif;color:blue"> </span></a></span><span lang="EN-GB" style="font-size:12.0pt;font-family:"Tms Rmn",serif;color:black;mso-fareast-language:EN-GB"> </span><span lang="EN-GB" style="mso-fareast-language:EN-GB"><a href="../../../Local/Temp/notes238032/www.twitter.com/ricoheurope"><span style="font-size:12.0pt;font-family:"Tms Rmn",serif;color:black;text-decoration:none"><img border="0" width="19" height="19" style="width:.1979in;height:.1979in" id="Picture_x0020_3" src="cid:image004.jpg@01D9FC6C.62C81E90"></span><span style="font-size:12.0pt;font-family:"Tms Rmn",serif;color:black">
</span></a></span><span lang="EN-GB" style="font-size:12.0pt;font-family:"Tms Rmn",serif;color:black;mso-fareast-language:EN-GB"> </span><span lang="EN-GB" style="mso-fareast-language:EN-GB"><a href="../../../Local/Temp/notes238032/www.youtube.com/ricoheurope"><span style="font-size:12.0pt;font-family:"Tms Rmn",serif;color:black;text-decoration:none"><img border="0" width="19" height="19" style="width:.1979in;height:.1979in" id="Picture_x0020_4" src="cid:image005.jpg@01D9FC6C.62C81E90"></span><span style="font-size:12.0pt;font-family:"Tms Rmn",serif;color:black">
</span></a></span><span lang="EN-GB" style="font-size:12.0pt;font-family:"Tms Rmn",serif;color:black;mso-fareast-language:EN-GB"> <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black;mso-fareast-language:EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black;mso-fareast-language:EN-GB">Please note my working pattern is Monday – Wednesday, Thursday afternoon and Friday mornings<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.75pt;text-autospace:none"><b><span lang="EN-GB" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black;mso-fareast-language:EN-GB"><o:p> </o:p></span></b></p>
</div>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="mso-fareast-language:EN-GB">From:</span></b><span style="mso-fareast-language:EN-GB"> #RPO-EMEA-RSD-incident-management <<a href="mailto:EMEA-RSD-incident-management@ricoh-europe.com">EMEA-RSD-incident-management@ricoh-europe.com</a>>
<br>
<b>Sent:</b> 11 October 2023 10:35<br>
<b>To:</b> 'helpdesk@moderndatasolusi.com' <<a href="mailto:helpdesk@moderndatasolusi.com">helpdesk@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>Cc:</b> Jayna Patel <<a href="mailto:Jayna.Patel@ricoh-gs.com">Jayna.Patel@ricoh-gs.com</a>><br>
<b>Subject:</b> RE: BNYM Indonesia SLA INC00002283110<o:p></o:p></span></p>
</div>
</div>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt">Dear team<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt">Thank you <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt">Glenda <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA"><o:p> </o:p></span></p>
<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="mso-fareast-language:EN-ZA">From:</span></b><span style="mso-fareast-language:EN-ZA"> #RPO-EMEA-RSD-incident-management
<br>
<b>Sent:</b> Tuesday, 10 October 2023 16:53<br>
<b>To:</b> <a href="mailto:helpdesk@moderndatasolusi.com">helpdesk@moderndatasolusi.com</a><br>
<b>Subject:</b> BNYM Indonesia SLA INC00002283110<o:p></o:p></span></p>
</div>
</div>
<p class="MsoNormal"><span lang="EN-ZA"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt">Good day team<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt">Details below:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt">Bank of New York Mellon<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt">Jl. Jend. Sudirman Kav. 52-53<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt">Jakarta<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt">12190<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt">Indonesia<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt">S/N-G696M850389<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt;font-family:SourceSansPro;color:red;background:white">Carlolina Susanto (Oline)</span><span lang="EN-ZA" style="font-size:10.0pt;font-family:SourceSansPro;color:red"><br>
<span style="background:white">Office Manager</span><br>
<span style="background:white">BNY Mellon</span><br>
<span style="background:white">Jakarta Representative Office</span><br>
<span style="background:white">One Pacific Place, 11th Fl. Suite 73</span><br>
<span style="background:white">Jl. Jend. Sudirman Kav. 52-53</span><br>
<span style="background:white">Jakarta 12190, Indonesia</span><br>
<span style="background:white">T. +62 21 2783 0626 l D. +62 21 2783 0623</span><br>
<span style="background:white">F. +65 6490 4570</span><br>
<span style="background:white"><a href="mailto:carlolina.susanto@bnymellon.com%3cmailto:carlolina.susanto@bnymellon.com"><span style="color:red">carlolina.susanto@bnymellon.com<mailto:carlolina.susanto@bnymellon.com</span></a>> l
<a href="http://www.bnymellon.com%3chttp:/www.bnymellon.com/"><span style="color:red">www.bnymellon.com<http://www.bnymellon.com/</span></a>></span></span><span lang="EN-ZA" style="font-size:10.0pt;color:red"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt;color:red"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt;mso-fareast-language:EN-ZA">Kind regards<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt;mso-fareast-language:EN-ZA">Glenda Du Plessis<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt;mso-fareast-language:EN-ZA">RSD Incident Manager<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt;mso-fareast-language:EN-ZA">Regional Service Desk<o:p></o:p></span></p>
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<p class="MsoNormal"><span lang="EN-ZA" style="font-size:10.0pt;mso-fareast-language:EN-ZA"><a href="mailto:EMEA-RSD-Incident-management@ricoh-europe.com">EMEA-RSD-Incident-management@ricoh-europe.com</a><o:p></o:p></span></p>
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