Subject: [Confluence] LMOD Projects > LMOD Support Escalation Paths
From: "Damien Fahy (Confluence)" <[email-masked]>
To: [email-masked]
Date: Fri, 18 Dec 2020 03:21:07 +0000 (UTC)

There's 1 new edit on this page

LMOD Support Escalation Paths

Damien Fahy edited this page

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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]

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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]

Releases App (for instructors)

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Technical issues

Content issues

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

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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:

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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/

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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]

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: [email-masked]

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.

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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:

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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]>

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