Subject: [Confluence] LMOD Projects > LMOD Support Escalation Paths
From: "Madi Collis (Confluence)" <[email-masked]>
To: [email-masked]
Date: Wed, 7 Oct 2020 02:48:27 +0000 (UTC)

There's 1 new edit on this page

LMOD Support Escalation Paths

Madi Collis edited this page

Here's what changed:

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Issues

P2 Escalation

P1 escalation

Login / password issue

Check for valid subscription

Read the FAQ doc above

Open a Slack Teams chat with all of:

Tran Hoang

Long Nguyen

Adi KomariCam Mason

And outline issue with as much info as possible

If P2 doesn't work or is not reachable or issue is not resolved:

Adi Komari Cam Mason - +6421 104 2409 (SMS)994 922

Lei Zhao - +6421 175 5722

The first point of contact is Adi KomariCam Mason, before contacting Lei

Functional issue (for example, app crashing, chromecast isn't working, etc)

If urgent, go to P2 Escalation

Development issue (For both Mobile Dev and Admin Portal developers)

Private Slack Teams message Adi KomariCam Mason

*If urgent issue arises on the 1st January, please go to P1 escalation right away

General feedback or non urgent issue to - adicam.komari@[email-masked]

BrainTree/ Paypal

Account manager - Amber Hogue - amhogue@[email-masked]

For emergency queries contact team email: [email-masked]

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Escalate to - [email-masked] - which will handle delivery to the correct LM Instructor support team

Instructors

For issues/queries related to Instructors:

For US, escalate to - US support team at Info USA : [email-masked]

For UK: [email-masked]

For NZ: [email-masked]

Group fit

For issues related to Group fit:

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If a customer has a billing question, or would like to cancel please refer them to their club. We cannot cancel or update their subscription as we don't own the billing relationship.

Contact for Resller Reseller and Affiliate Club issues is Stef; : [email-masked]

Les Mills Virtual Bike

For all queries related to the Les Mills Virtual Bike, please contact the corresponding support team at at [email-masked] or  or direct customers to the website website https://www.lesmills.com/stages/les-mills-virtual-bike/

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For any questions related to virtual coaching being offered to LMOD customers on the West Coast of the US/ Coach app, please direct queries to ShereeAlice: Shereealice.Buchanan@[email-masked]

Foreign Language

When we are unable to provide amicable service to a customer reaching out to us in a foreign language, please direct the ticket to Jeremy: [email-masked]

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For Global Tax questions, please forward the request to Jeremy Carreon: [email-masked]

Partnerships queries from Influencers (

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Instagram / blog) and Podcasts

Forward opportunities to Natasha Trindall to vet: [email-masked]

Piracy/Copyright Reporting (LMOD on

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YouTube etc.)

If you come across any counterfeit LES MILLS product including LMOD or unauthorized activity please report it here.

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