Subject: New Reply Received - 1 Life Club
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 10 Mar 2020 09:58:33 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  1 Life Club   Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-GB" style='font-family:"Arial",sans-serif;color:#404040;mso-fareast-language:EN-US'>Hi team,
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I will check up with the club and how they schedule classes for now I think all is good it was this Friday that they just had a few issues but it looks like it was more related to reschedule to close to the starting time.<br>
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You can close the ticket, thank you!<br>
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Cheers, Adam</span></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Monday, 9 March 2020 15:53<br>
<b>To:</b> Adam Gripenblom &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: 1 Life Club</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your reply.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We can see that THE TRIP Virtual 15 was scheduled class not an on Demand and started automatically in time according to our backend data. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We're investigating the intermittent sync delay between the Schedule and APP.  At this stage we don't have a time frame for a fix so please schedule classes well in advance
 or play a class in admin mode directly via the APP if the class needs to be played within the next 30 mins.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also, the as per the backend data we do not see the club is playing any on demand or classes in Admin mode. So it would be better for us to establish first if they not making
 an error while scheduling classes or updating it on the iPad. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Do you have date/time programs names which would help us check this further?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm Regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Ticket:
<a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3389" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3389</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 10 Mar at 1:54 AM
<span class="separator">, Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span lang="EN-GB" style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#404040;mso-fareast-language:EN-US'>Hi Pritish,
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The first class was scheduled in the morning and the manager claims it did not show and I believe that the TRIP class was scheduled maybe an hour prior.<br>
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Can you see for the TRIP class if it was a scheduled class that started or through ondemand cause the mangager was in the studio at the time.<br>
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Cheers, Adam</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Monday, 9 March 2020 13:03<br>
<b>To:</b> Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: 1 Life Club</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hi Adam,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Thank you for reaching out to us.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>When you say the club has intermittent sync issue and also unable to see scheduled classes updated on the App timetable, could you please confirm if the club is scheduling
 classes well in advance or they are scheduling on the spot classes and waiting for that to come on the App timetable?</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>​Regarding the Friday 6th March TRIP class, we see that THE TRIP VIRTUAL 15 was scheduled and started on the correct time which is 4.05PM. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Also, sync was good throughout the day and I so not see any issues with internet in the backend. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>​If you could give us more information we would be happy to check this further. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3389" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3389</a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Mon, 9 Mar at 11:48 PM
<span class="separator">, Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span lang="EN-GB" style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#404040'>Hi team,
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Hope you all had a good weekend, <br>
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Could you have a look at this club </span><span lang="en-SE" style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black;background:white'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>
</span><span lang="EN-GB" style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black;background:white'>1Life Club
</span><span lang="EN-GB" style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#404040'> if they have had any issues with the wifi/connection? The seem to have issues regarding sync between schedule and ipad – at times the scheduled class won´t appear
 on the ipad one example was this Friday 6<sup>th</sup> of March 16:05 TRIP Virtual – they activated a class on that time through the OnDemand function.</span><span lang="EN-GB" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>
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<span lang="EN-GB" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>Les Mills Nordic AB |
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3389