PROCESS

This process is for all tickets in which there is no response from users.

Scenarios for having tickets in Awaiting User Info

- User not responding
- Awaiting confirmation of resolution from user.
- Awaiting additional information from user.

On all of the above instances the following process needs to be followed before counting a strike.
- 1st Instance: Try reaching user from the following contact types.
1. Same time
2. Phone call
3. Email (using the below template)
nd
- 2 Instance: Try reaching user from all the above contact types.(As mentioned in step 1)
- 3rd Instance: Try reaching user from all the above contact types. This step should be followed by a final
email for resolution of ticket stating that it can be reopened in 3 days if issue is not resolved.

Day 1 Awaiting User Info: - Strike 1 Email - This intervention may be required for additional information.
On Day 1, user will be contacted through notification email & call seeking additional information or confirmation as
required.
Day 2 -- Strike 2 Email: - If there is no response from user on Day 1 email or call, in that case Strike 1
Email is made informing strike 1 is commenced on the Incident and Service Request.
Day 3 = Strike 3 Email:- If there is still no response from user on Day 1 & 3 emails in that case Strike 2
Email is made informing strike 2 is commenced on the Incident and Service Request.
Day 4 = Incident Resolved: - The call status shall be changed to Resolved for Service Request the status
shall change to Closed-Skipped.

Exceptions to 3 strike process

-Incase if we receive an OOO from user, this will not qualify for 3 strike process and
needs to be kept on hold clearly mentioning the date on return of customer and also attaching the OOO
email received.
-Three-strike rule will not be applicable on Ingredion declared Holidays.
 THREE STRIKE RULE FOR VIP
If the VIP User does not respond within a stipulated time then three-strike rule will be triggered.

The Three Strike Rule will now be implemented for VIP tickets with the following conditions:

- Every email notification that will be sent to the user, we have to copy their site manager.

- For the third strike, we also need to inform field services or their respective BRM to check
why the VIP was not able to respond on the notifications that we have sent. They need to approve it
before we can close the ticket.

3 Strike Template

Subject: Request/Incident # _ _ _ _ _ _ - 1st Contact

This is to inform you that the IS Service Centre has attempted to contact you without success on regarding
Reference number _ _ _ _ _ related to _ _ _ _ _.
Kindly Reply back to the email or call 844-342-1803 so that we can help resolve the pending issues.

Subject: Request/Incident # _ _ _ _ _ - 2nd Contact

This is to inform you that the IS Service Centre has attempted to contact you without success on regarding
Reference number _ _ _ _ _ related to _ _ _ _ _.
Kindly Reply back to the email or call 844-342-1803 so that we can help resolve the pending issues.

Subject: Request/Incident # _ _ _ _ _ _ - 3rd Contact - Closing Notice

This is to inform you that the IS Service Centre has attempted to contact you without success on 3 different
occasions regarding Reference number _ _ _ _ _ related to _ _ _ _ _.
As a result the request will be resolved as of now, however it can be reopened within 3 days of receiving this email
by contacting the IT Service Desk at 844-342-1803 or email Global.Servicedesk@ingredion.com