Subject: Ticket re-opened - [#3638] Les Mills Virtual - new club set up
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 24 Jun 2020 06:10:00 +0000

Hi Pritish Nandi,  Ticket “#3638 – Les Mills Virtual – new club set up” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638 to view the ticket.  Ticket comment    
Hi Binish, 

 
 
 Salesforce virtual entitlement updates are performed automatically via an API call from LMAP.   

 
 
 In this case there was a problem with the actual contract from our side (it never entered billing).   

 
 
 We only sync when the club is within 30 days of entering normal billing.   

 
 
 Tyler: in future please check directly with me before contacting LMI for these types of issues (as I can check the status of sync from our side before escalating to LMI if necessary).   

  

 Kind Regards,   
  
Gav  

 

 

 Gavin Jackson 

 IT Manager 
Les Mills Asia Pacific | [email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel +61 2 6215 8145 | fax +612 6282 0563 | www.lesmills.com.au  

 
 
 The 
 contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN 
 TO MOVE®, CHAIN®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH’BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific. 

 

 

   
 From: Les Mills International <[email-masked]> 
Sent: Wednesday, June 24, 2020 4:02 PM 
To: Tyler Adams <[email-masked]> 
Cc: [email-masked] <[email-masked]>; Gavin Jackson <[email-masked]>; Kim Entwistle <[email-masked]> 
Subject: Re: Les Mills Virtual – new club set up 

 
 
 ​Hi Tyler, 
 
Thank you for updating us. 
 
You need to ‘update the virtual entitlements’ in Salesforce to trigger the releases to download. If you will not do it, the downloads will filter through overnight. Our Level 2 team did it for them so the downloads should be on the iPad now. 
 
Also, please note that new entitlements are requested from Salesforce once every 12 hours. To force the entitlements to filter through, you should click the ‘update virtual entitlements’ button. 
 
We hope that this is helpful. 
 
Best Regards, 
Marika 
Customer Service 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638 

   

 
 On Wed, 24 Jun at 4:18 PM  
, Tyler Adams <[email-masked]> wrote: 

 
 Hi Olesia 

 
 Thanks so much for your follow up on this. They did end up receiving the welcome email, thank you. 

 
 The AV installation team are on-site at the moment and they can see that the Live backgrounds have been successfully downloaded to the platform, but there doesn’t appear to be any RPM or SPRINT class content to download (although we can schedule 
 from the back end). 

 
 Are you able to confirm that everything is in order and the content can be downloaded? 

 
 Much appreciated  

 
 
 Tyler 

 
 Business Partnerships Manager | VIC 
 LES MILLS ASIA PACIFIC 

 

 

 
 From: Les Mills International <[email-masked]> 
Sent: Tuesday, June 23, 2020 11:59 pm 
To: Tyler Adams 
Cc: [email-masked] 
Subject: Re: Les Mills Virtual – new club set up  

 
 Hi Tyler, 
 ​  
 This is follow up email. 
 ​  
 Could you follow the advice my colleague gave you regarding a client account? Was the customer able to receive On Boarding email? 

 
 Please let us know how it goes. 
 ​  
 Best Regards, 
​Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638  
 
 On Fri, 19 Jun at 9:16 PM  
, Les Mills International <[email-masked]> wrote: 
  
 Hi Tyler, 
 ​  
 ​Thank you for your patience with us.  
 ​  
 It seems you are referring to Fernwood Melton which is located at Level 1, 413 High Street, VIC. Looking at the account we can see that the account only has Virtual 2.0 bundle added however, you have not added any Virtual programs in the account. 
 Virtual programs would have “”ltr">Virtual" written in front of them. PFB an example. 

 
  
 ​  
 Also, the club has not been sent any On-Boarding email which consists of the Virtual username and Temporary password. Please do not forget to send that so that they can complete the On-boarding process.  
 ​  
 If you would need help on those then please raise a salesforce ticket. Unfortunately, as Virtual Support team we cannot provide support with account-related ​issues. We only provide support with Setup and Virtual playback related issues if any.  
 ​ 
 Best Regards, 
 Pritish 
 Customer Services 
 Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638  

   

 
 On Fri, 19 Jun at 7:24 PM  
, Les Mills International <[email-masked]> wrote: 
  
 Hi Tyler, 
 
Thank you for reaching out to us today. 
 
We are going to investigate this with our Level 2 team will get back to you as soon as possible. 
 
We are sorry for the inconvenience and thank you for understanding. 
 
Warm Regards, 
Marika 
Customer Services 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638