Subject: [Confluence] LMOD Projects > LMOD Support Escalation Paths
From: "David Bell (Confluence)" <[email-masked]>
To: [email-masked]
Date: Fri, 18 Dec 2020 02:58:34 +0000 (UTC)

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LMOD Support Escalation Paths

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Corporate/B2B

When a customer contacts us on behalf of their business asking for a deal for their employees/members/students etc., or to restart a previous deal.

Please forward straight to Nate Garven ([email-masked]) & cc in Stef Tovar ([email-masked]), and close the ticket.

Please be sure to include the customer's business location (country) when contacting Nate and Stef.

Ecommistry / AXII BAU Escalation

For unknown issues Jira tickets may need to be created, before one is raised do the following:

...

Pagerduty on call team members

Prerequisites:

Each team member on call needs to be added to pagerduty so issues can be acknowledged, resolved or escalated.

Please install the Pagerduty application (available in both ios and androids stores - free)

Setup your accounts and alerting preferences (in pagerduty)

Upon the identification of an issue with AXII through the Support team or automated monitoring, a Jira ticket shall be created by the reporter. If the issue is of a P1 severity, the tickets priority shall be marked as Urgent, which shall trigger the escalation pathway outlined below.

The Escalation Pathway shall trigger messages to be sent to varied Teams channels with different participants. If no response is found, the next tier shall be triggered.

...

The SLA of issues for Tiers 1, 3, and 4 shall be one hour within standard NZT business hours.

...

The SLA of issues for Tier 2 shall be one hour within 3pm-12am NZT.

...

Internal/External contact phone directory

Expand

title | Internal contact List

Area of Responsibility

Name

Phone

Unreachable dates

1

LM+ Application

Cam Mason

021994922

NA

2

LM+ Web - Challenges

Effy Collis

021837321

NA

3

LM+ Web - Axii

Adi Komari

0211042409

NA

4

Jay Wu

0223552851

TBC

5

Arsalan Ellahi

02108371634

19-28 December

6

Lead Solutions Architect

Lei Zhao

0211755722

NA

7

Director

Piers Tufnell

0211788156

NA

8

Support Lead

Damian Fahy

0272451200

NA

9

QA Lead

David Bell

0273876108

NA

Expand

title | External contact list

Vendor

Contact

1

Vimeo

Sergio Santos [email-masked]

+1-347-232-5422

General [email-masked] & http://status.vhx.tv/

2

AWS

https://aws.amazon.com/console/

https://status.aws.amazon.com/

3

Agility

Tho [email-masked] +84 905 00 1246

Trung Pham [email-masked] +84 935 64 2264

Thinh Le [email-masked] +84 905 67 9127

4

Ecommistry

Kim Huang 02108149661 [email-masked]

AXII Urgent Escalation (Xmas - NY Period 2020/21)

For the christmas period 2020 the only events that will trigger the escalation pathway are P1 / Severity 1 events, outlines below. The other priorities will be assigned during the next business day.If the Event is as described below it is a P1 event

User Journey

Scenario

Severity

Services Used

1

Subscribe

No products showing

1

DynamoDB

2

Can't create account

1

Cognito, DynamoDB, Magento (existing customer)

3

Payment

1

Braintree

4

Create subscription

1

Chargify, Braintree, Tune (Tune offer link)

5

Workout

Can't access Vimeo (no Vimeo ticket)

1

Vimeo, Chargify

6

Sign In

Sign in

1

Cognito

7

Forget password

1

Cognito

8

Account Management

Change subscription plan

2

Chargify

9

Change password

2

Cognito

10

Change email

2

Cognito, Vimeo

11

Change payment method

2

Braintree, Chargify

12

Cancel subscription

2

Chargify

The below Channels are in the Escalations - Xmas '20 Team in Teams.Creating a Jira ticket for support Issues/Bugs

Expand

title | Escalation Pathway for the project team

Tier

Channel

Members

Task

1

One

Tier One - Support and QA

...

Damian Fahy - +64 272 451 200

David Bell (Backup) - +64 27 387 6108

Replication of issue.

Identify replication steps (if possible).

Confirm Severity.

If P1

Call Product owner directly, if no response after 2 tries call Solution Designer

Escalate issue to Tier 2

Message in Teams channel/s

if P2

Text the Product owner

Escalate the issue to Tier 2

Message in Teams channel/s

if P3 or higher

Raise a bug in Jira and assign to Thinh Le or Thrung or Thao Le

Make sure bug is assigned

2

Two

Tier Two - Agility

Agility on call developers

Identify cause of issue.

Develop mitigation or solution.

Continual communication to key stakeholders - specifically Tier 1 and Tier 3.

If no resolution cannot be achieved

if you cannot fix the issue as you do not have access to systems, escalate the issue

Or resolution takes longer than 1 hour decide if incident needs to be escalated further

3

Three

Tier Three - Adi and Jay

Adi Komari - 0211042409

Jay Wu -

...

0223552851

Confirm Severity.

If Issue is P1 Activate Incident Commander workflow

Notify Marketing and other stakeholders of P1 Event

Ebony: 0272794450

Michael: 02102674679

Give hourly recaps and updates.

Confirm elements affected.

Escalate to developers using other methods, e.g. phone.

If no response, escalate to Tier 4

4

Four

Tier Four - Managers

Piers Tufnell -

...

0211788156

Lei Zhao -

...

0211755722

Confirm Severity.

Confirm elements affected.

Escalate to developers using other methods, e.g. phone.

Incident Response

What to do if you are alerted:

Once an alert reaches you please acknowledge the alert

You will then have 1 hour to resolve the alert otherwise the escalation process will be re-triggered

alerting you first and then if no acknowledgement within 10 minutes the issue will escalate again

What to do if you cannot resolve an issue or need help:

Goto the incident you want to reassign within the pagerduty app

Tap “more” (bottom right on ios, top right on android)

Tap Reassign

Tap on the user, escalation level or policy you want to reassign the incident to.

Tap reassign to confirm

When you have resolved an issue (solved/completed)

Within the app tap Resolve

When you need more information or to de-escalate an issue

Goto the incident you want to reassign within the pagerduty app

Tap “more” (bottom right on ios, top right on android)

Tap Reassign

Tap on the user, escalation level or policy you want to reassign the incident to.

Tap reassign to confirm

Contact details for known issues

...

Disabled Vimeo but active Chargify subscription

Jira

server | System JIRA
serverId | 5dea680e-8a5d-37a8-94f5-b74febe7f197
key | LA-1403

...

We need to re-sync their Vimeo access

...

The Escalation Pathway shall trigger messages to be sent to varied Teams channels with different participants. If no response is found, the next tier shall be triggered.

The SLA of issues for Tiers 1, 3, and 4 shall be one hour within standard NZT business hours.

The SLA of issues for Tier 2 shall be one hour within 3pm-12am NZT.

The Acknowledgment time for all alerts is 10 minutes if an alert is not acknowledged within this timeframe the incident will escalate to the next tier.

LM + Application (Fitness plus app) or Web (challenges)

If the Event is as described below it is a P1 event

Priority

Description

P1

All Users cannot login, OR

All content cannot be watched by >100 users.

P2

<100 Users cannot login, OR

>1 Program’s worth of Workouts cannot be watched.

P3

<100 Users cannot login, OR

<1 Program’s worth of Workouts cannot be watched, OR

Mid-level Use Cases cannot be completed by >100 Users.

P4

Images or copy is incorrect, OR

Mid-level Use Cases cannot be completed by <100 Users.

P5

Non-customer impacting issues.

Creating a Jira ticket for support Issues/Bugs

Expand

title | Escalation pathway for project Team

The below Channels are in the Escalations - Xmas '20 Team in Teams.

Tier

Channel

Members

Task

1

One

Tier One - Support and QA

Support Team

David Bell - +64 27 387 6108

Replication of issue.

Identify replication steps (if possible).

Confirm Severity.

If P1

Call Product owner directly, if no response after 2 tries call Solution Designer

Escalate issue to Tier 2

Message in Teams channel/s

if P2

Text the Product owner

Escalate the issue to Tier 2

Message in Teams channel/s

if P3 or higher

Raise a bug in Jira and assign to Thinh Le or Thrung or Thao Le

Make sure bug is assigned

2

Two

Tier Two - Agility

Agility on call developers

Identify cause of issue.

Develop mitigation or solution.

Continual communication to key stakeholders - specifically Tier 1 and Tier 3.

If no resolution cannot be achieved

if you cannot fix the issue as you do not have access to systems, escalate the issue

Or resolution takes longer than 1 hour decide if incident needs to be escalated further

3

Three

Tier Three - Adi and Jay

Adi Komari - 0211042409

Jay Wu -

...

0223552851

Confirm Severity.

If Issue is P1 Activate Incident Commander workflow

Notify Marketing and other stakeholders of P1 Event

Ebony: 0272794450

Michael: 02102674679

Give hourly recaps and updates.

Confirm elements affected.

Escalate to developers using other methods, e.g. phone.

If no response, escalate to Tier 4

4

Four

Tier Four - Managers

Piers Tufnell -

...

0211788156

Lei Zhao -

...

Email: [email-masked]

0211755722

Confirm Severity.

Confirm elements affected.

Escalate to developers using other methods, e.g. phone.

BrainTree/ Paypal

Account manager - Amber Hogue - [email-masked]

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

Vimeo

Please check the status: http://status.vhx.tv/

For issues that we cannot resolve related to and including:

Video playback issues

Download issues on the app

Standard escalations to Vimeo Support - [email-masked] - with info relating to what device the customer is using (required by vimeo? would be great if they could handle this part also)

Vimeo outages/ major escalations -  [email-masked] and CC in [email-masked] and [email-masked] / Form: Vimeo OTT Seller Support

VIMEO CORE (NON-LMOD)

The Escalation Pathway shall trigger messages to be sent to varied Teams channels with different participants. If no response is found, the next tier shall be triggered.

The SLA of issues for Tiers 1, 3, and 4 shall be one hour within standard NZT business hours.

The SLA of issues for Tier 2 shall be one hour within 3pm-12am NZT.

The Acknowledgment time for all alerts is 10 minutes if an alert is not acknowledged within this timeframe the incident will escalate to the next tier.

Equipment

Questions and escalations for the equipment team:

US•

Bundles (Essentials and Premium)

...

Tracking information

...

Les Mills Smart Tech Equipment

Requests for where to purchase equipment from non-US customers Equipment Distributors
Escalate to - [email-masked] - using the canned response form.
If urgent email [email-masked] and [email-masked] directly

UK

Escalate to [email-masked]

If urgent, email [email-masked]

Refunds

LMOD support processes approved refund requests for equipment bundles that include an LMOD subscription. The refund request is approved by the local equipment team who then lodges a request for a refund with LMOD support who processes a refund for the specified amount from within Magento. For a full refund that includes the refunded customer's LMOD subscription, LMOD support will cancel & revoke the customer's LMOD subscription. For any urgent queries, please escalate to [email-masked] and/or the local equipment team

Releases App (for instructors)

Issues that Instructors have using the Releases App:

Technical issues

Content issues

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

Instructors

For issues/queries related to Instructors:

For US: [email-masked]

For UK: [email-masked]

For NZ: [email-masked]

Group fit

For issues related to Group fit:

Escalate to - Lisa Edwards [email-masked]

Virtual

Enquires and escalations for Les Mills Virtual:

Purchasing Les Mills Virtual

Specific questions on Les Mills Virtual

Support for Les Mills Virtual

Technical support for Les Mills Virtual

For sales and enquires - [email-masked]

For technical support on LM Virtual - [email-masked]

Les Mills Virtual Bike

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

Coaching

For any questions related to virtual coaching / Coach app, please direct to Alice: [email-masked]

Internal Teams

Team

FAQ

Contact

Corporate/B2B

When a customer contacts us on behalf of their business asking for a deal for their employees/members/students etc., or to restart a previous deal.

Please be sure to include the customer's business location (country) when contacting Nate and Stef.

Please forward straight to Nate Garven ([email-masked]) & cc in Stef Tovar ([email-masked]), and close the ticket.

Content

Review the FAQ LMOD CONTENT FAQ

Feedback and questions for LMOD videos/workouts/releases:

Feedback on LMOD releases

Specific questions on which workouts to do or where to start

Specific questions on equipment needed for workouts

...

Nat

...

Buchan:[email-masked]

Music

Feedback and questions for LMOD Music:

Licencing

General feedback

...

Kendall Farmer (Music Licensing Manager) - [email-masked]

Marketing

...

Unsolicited recommendations and feedback about the product

Customer experience ( Purchase, Checkout, website(UX), Service etc)

FB group/ Social Media related feedback

...

Erin Kerr (Lifecycle Marketing Specialist) - [email-masked]

RackSpace

...

Reseller and Affiliate Customers

Reseller customers have come to us via their club. Their billing relationship is with their club and they've been set up on our platform with an activation code.

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.

...

Stef: estefany.tovar@lesmills

...

Les Mills Virtual Bike

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

Coaching

...

.

...

com

...

Foreign Language

When we are unable to provide amicable service to a customer reaching out to us in a foreign language

...

Please provide Jeremy with the language the ticket is written in and region where the customer is based so he can direct it to the correct team.

please direct the ticket to

Jeremy: [email-masked]

Community and Social Media

For questions regarding the Facebook Group

...

email Vittoria: [email-masked]

Finance and Tax

For Global Tax questions

...

please forward the request to Jeremy Carreon: [email-masked]

Partnerships queries from Influencers

...

Instagram / blog

...

and

...

Podcasts etc.

Forward opportunities

...

Anna St. George to vet: [email-masked]

Piracy/Copyright Reporting

...

LMOD on

...

YouTube etc.

...

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

Vendors

Ecommistry / AXII BAU Escalation

For unknown issues Jira tickets may need to be created, before one is raised do the following:

Check the Media Focus Area - Acquisition- JIRA board

Ask the PO about the issue as it may already be known and not yet added in Jira

If given the go ahead or the PO is not available and there is an obvious bug create a ticket (Steps creating a Jira ticket here)

BrainTree/ Paypal

Account manager - Amber Hogue - [email-masked]

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

Vimeo

Please check the status: http://status.vhx.tv/

For issues that we cannot resolve related to and including:

Video playback issues

Download issues on the app

Standard escalations to Vimeo Support - [email-masked] - with info relating to what device the customer is using (required by vimeo? would be great if they could handle this part also)

Vimeo outages/ major escalations -  [email-masked] and CC in [email-masked] and [email-masked] / Form: Vimeo OTT Seller Support

VIMEO CORE (NON-LMOD)

Email: [email-masked]

RackSpace

Reference for PO/Management - Account manager - Waqas Abbasi <[email-masked]>

Desk: 5910100
Toll Free: ANZ 1800 421 267, UK 0800 032 1667, US 1800 961 4454

AWS

https://aws.amazon.com/console/

https://status.aws.amazon.com/

Pagerduty Information

Expand

title | If your a Pagerduty team member

Prerequisites:

Each team member on call needs to be added to pagerduty so issues can be acknowledged, resolved or escalated.

Please install the Pagerduty application (available in both ios and androids stores - free)

Setup your accounts and alerting preferences (in pagerduty)

Pagerduty can be used to acknowledge, resolve and escalate/de-escalate issues as required.

Incident Response

What to do if you are alerted:

Once an alert reaches you please acknowledge the alert

You will then have 1 hour to resolve the alert otherwise the escalation process will be re-triggered

alerting you first and then if no acknowledgement within 10 minutes the issue will escalate again

What to do if you cannot resolve an issue or need help:

Goto the incident you want to reassign within the pagerduty app

Tap “more” (bottom right on ios, top right on android)

Tap Reassign

Tap on the user, escalation level or policy you want to reassign the incident to.

Tap reassign to confirm

When you have resolved an issue (solved/completed)

Within the app tap Resolve

When you need more information or to de-escalate an issue

Goto the incident you want to reassign within the pagerduty app

Tap “more” (bottom right on ios, top right on android)

Tap Reassign

Tap on the user, escalation level or policy you want to reassign the incident to.

Tap reassign to confirm

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