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nday at 23:30 PST, and TIC [Technology Integration Company], their tech support group, called us for help. The issue was at a critical level because their entire system was down for two hours. This was a disaster for their online banking business. They’re now struggling to respond to their customers who are furious.

 

They have a 24x7 Sun software premium—a $300K service—annual contract, but NOBODY engaged them. They’re outraged. They’ve escalated the matter to Sun’s higher management and are threatening a lawsuit because we violated their service contract. We need to find out what happened and respond to their complaints immediately. I’ve also left you a voicemail and a txt message about this.

Help! Robert

Date: Mon, 26 May 2008 19:51:44 IST
From: Rahul Ashok (Customer Service Manager, Mumbai Team): V. Urgent
To: Nick Elliott (Application Support Engineer, Santa Clara Team); Chan, Robert Re: HS Holdings

Nick,

 

Re: HS Holdings, we have paged the US team three times and left numerous voicemails for the past several hours. We haven’t been able to get a hold of the customer either. Pls investigate why the US didn’ provide any assistance on Sunday. They should be on call to handle critical issues. We need to revert to the customer and our senior management with an explanation ASAP. Customer threatening lawsuit.

Rahul

Date: Mon, 26 May 2008 11:30:24 PST
From: Nick Elliott (Application Support Engineer, Santa Clara Team): V. Urgent

 

To: Re:

Rahul Ashok (Customer Service Manager, Mumbai Team); Chan, Robert HS Holdings

I checked the system and it shows that HS Holdings’ situation was logged in 12 hours ago in the wrong queue for resolution. We did not receive any pages about their system outage because it was in the wrong queue! (It looks like it was the queue that is used to hold issues pending support service account number verifications. The question is who programmed this queuing error? Jamal in Dubai? Praveen in Mumbai?)

Nick

 

Date: Tues, 27 May 2008 11:36:16 IST
From: Rahul Ashok (Customer Service Manager, Mumbai Team)
To: Praveen Devilal (Support Engineer, Mumbai Team); Elliott, Nick; Chan, Robert

Managing a Global Team: Greg James at Sun Microsystems, Inc. (A) 409-003

 

Re: HS Holdings

Praveen, no page was received by the US support team. I am trying to understand where the ball was dropped. I understand that US and Mumbai folks have exchanged messages.

 

Robert, the engineers have restarted the server. But we need to talk to the customer for confirmation that related networks are not affected. We’re all on the conference bridge, but the customer has not called in. We left a couple of voicemails at his ext. (45890) to join the conference call. We need him on the line . . .

Thanks, Rahul

 

At the end of the team members’ messages was Spurlock’s.

Date: Tues, 27 May 2008 08:33:12 PST
From: Stephen Spurlock (Global Vice President, Santa Clara): V. Urgent To: Greg James (Global Manager, Santa Clara)
Re: HS Holdings: Lawsuit?!?

Greg,

 

Just got a call from HS Holdings’ attorneys. They said本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。