Subject: New Reply Received - 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,  The customer has responded to the ticket.  Les Mills Virtual - new club set up  Ticket comment <div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
Hi Binish,</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
<br>
</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
Salesforce virtual entitlement updates are performed automatically via an API call from LMAP.</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
<br>
</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
In this case there was a problem with the actual contract from our side (it never entered billing).</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
<br>
</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
We only sync when the club is within 30 days of entering normal billing.</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
<br>
</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
<b>Tyler</b>: 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).</div>
<div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
<br>
</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
Kind Regards,</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
Gav</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
<br>
</div>
<div id="Signature">
<div>

<div id="divtagdefaultwrapper" dir="ltr" style="font-size:12pt; color:#000000; font-family:Calibri,Arial,Helvetica,sans-serif">
<div style="margin-top: 0px; margin-bottom: 0px"></div>
<div class="x_x_MsoNormal" style="margin-top: 0px; margin-bottom: 0px;font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">
<b><span style="font-size:7.5pt; font-family:Arial,sans-serif">Gavin Jackson</span></b><span style="font-size:10pt; font-family:Arial,sans-serif"></span>
</div>
<div class="x_x_MsoNormal" style="margin-top: 0px; margin-bottom: 0px;font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">
<span style="font-size:7.5pt; font-family:Arial,sans-serif; color:gray">IT Manager<br>
Les Mills Asia Pacific | </span><span style="font-size:7.5pt; font-family:Arial,sans-serif"><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
</span><span style="font-size:7.5pt; font-family:Arial,sans-serif; color:gray">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style="font-size:7.5pt; font-family:Arial,sans-serif"><br>
</span><span style="font-size:7.5pt; font-family:Arial,sans-serif; color:gray">tel +61 2 6215 8145 | fax +612 6282 0563 | <span class="x_x_object"><a href="http://www.lesmills.com.au" rel="noreferrer">www.lesmills.com.au</a><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer"></a></span></span><span style="font-size:10pt; font-family:Arial,sans-serif"> </span><span style="font-size:7.5pt; font-family:Arial,sans-serif; color:gray"><br>
<br>
</span><span style="font-size:10pt; font-family:Arial,sans-serif"></span>
</div>
<div style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px"></div>
<span style="font-size:7.5pt; font-family:Arial,sans-serif; background:rgb(253,253,253)"><span id="ms-rterangepaste-start"></span><span style="background-color:rgb(253,253,253); widows:1; color:rgb(127,127,127); font-family:Arial,Helvetica,sans-serif,serif,EmojiFont; font-size:x-small">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. </span><span style="background-color:rgb(253,253,253); widows:1; color:rgb(127,127,127); font-family:Arial,Helvetica,sans-serif,serif,EmojiFont; font-size:x-small">BODYATTACK®</span><span style="background-color:rgb(253,253,253); widows:1; color:rgb(127,127,127); font-family:Arial,Helvetica,sans-serif,serif,EmojiFont; font-size:x-small">, </span><span style="background-color:rgb(253,253,253); widows:1; color:rgb(127,127,127); font-family:Arial,Helvetica,sans-serif,serif,EmojiFont; font-size:x-small">BODYBALANCE®, </span><span style="background-color:rgb(253,253,253); widows:1; color:rgb(127,127,127); font-family:Arial,Helvetica,sans-serif,serif,EmojiFont; font-size:x-small">BODYCOMBAT®, BODYJAM®, BODYPUMP®, </span><span style="background-color:rgb(253,253,253); widows:1; color:rgb(127,127,127); font-family:Arial,Helvetica,sans-serif,serif,EmojiFont; font-size:x-small">BODYSTEP®,</span><span style="background-color:rgb(253,253,253); widows:1; color:rgb(127,127,127); font-family:Arial,Helvetica,sans-serif,serif,EmojiFont; font-size:x-small"> 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.</span><span id="ms-rterangepaste-end"></span></span><br>
<div style="margin-top: 0px; margin-bottom: 0px"></div>
</div>
</div>
</div>
</div>
<div id="appendonsend"></div>
<hr style="display:inline-block;width:98%">
<div id="divRplyFwdMsg" dir="ltr"><font style="font-size:11pt" color="#000000"><b></b></font></div>
<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, June 24, 2020 4:02 PM<br>
<b>To:</b> Tyler Adams &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;; Gavin Jackson &lt;[email-masked]&gt;; Kim Entwistle &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Les Mills Virtual - new club set up
</div>
<div> </div>

<div>
<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<div dir="ltr">​Hi Tyler,<br>
<br>
Thank you for updating us.<br>
<br>
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.<br>
<br>
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.<br>
<br>
We hope that this is helpful.<br>
<br>
Best Regards,<br>
Marika<br>
Customer Service<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638</a>
</div>
<div dir="ltr">
<div>
<br>
</div>
</div>
<div class="x_freshdesk_quote">
<blockquote class="x_freshdesk_quote">On Wed, 24 Jun at 4:18 PM <span class="x_separator">
, Tyler Adams &lt;[email-masked]&gt; wrote:
<div dir="ltr">
<div></div>
<div style="">
<div>Hi Olesia</div>
<div dir="ltr">
<br>
</div>
<div dir="ltr">Thanks so much for your follow up on this. They did end up receiving the welcome email, thank you.</div>
<div dir="ltr">
<br>
</div>
<div dir="ltr">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).</div>
<div dir="ltr">
<br>
</div>
<div dir="ltr">Are you able to confirm that everything is in order and the content can be downloaded?</div>
<div dir="ltr">
<br>
</div>
<div dir="ltr">Much appreciated </div>
<div>
<br>
</div>
<div class="x_ms-outlook-ios-signature" id="x_ms-outlook-mobile-signature">
<div style="direction:ltr">Tyler</div>
<div dir="ltr">
<br>
</div>
<div style="direction:ltr">Business Partnerships Manager | VIC</div>
<div style="direction:ltr">LES MILLS ASIA PACIFIC</div>
</div>
</div>
<div id="x_id-bb4f72c2-ed6f-4e3d-aeb6-7dba58530502" class="x_ms-outlook-mobile-reference-message">
<hr style="display:inline-block; width:98%; font-size:12pt; color:rgb(0,0,0)">
<div id="x_divRplyFwdMsg" dir="ltr"><font><b></b></font></div>
</div>
</div>
<div class="x_freshdesk_quote">
<blockquote class="x_freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, June 23, 2020 11:59 pm<br>
<b>To:</b> Tyler Adams<br>
<b>Cc:</b> [email-masked]<br>
<b>Subject:</b> Re: Les Mills Virtual - new club set up </div>
<div> </div>
<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<div dir="ltr">Hi Tyler,</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">This is follow up email.</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">Could you follow the advice my colleague gave you regarding a client account? Was the customer able to receive On Boarding email?</div>
<div>
<br>
</div>
<div dir="ltr">Please let us know how it goes.</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">Best Regards,<br>
​Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638</a> </div>
<div class="x_freshdesk_quote">
<blockquote class="x_freshdesk_quote">On Fri, 19 Jun at 9:16 PM <span class="x_separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<div dir="ltr">Hi Tyler,</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">​Thank you for your patience with us. </div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">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 "<strong dir="ltr">Virtual</strong>" written in front of them. PFB an example.</div>
<div>
<br>
</div>
<div><img class="x_fr-fic x_fr-fil x_fr-dib" style="width:auto" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjczODcwNjEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.kP26qXNbChMkis-4v8fw-vR8fbA4blbL54jruSdDajo"></div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">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. </div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">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. </div>
<div dir="ltr">​</div>
<div dir="ltr">Best Regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services</div>
<div dir="ltr">Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638</a> </div>
<div dir="ltr">
<div>
<br>
</div>
</div>
<div class="x_freshdesk_quote">
<blockquote class="x_freshdesk_quote">On Fri, 19 Jun at 7:24 PM <span class="x_separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<div dir="ltr">Hi Tyler,<br>
<br>
Thank you for reaching out to us today.<br>
<br>
We are going to investigate this with our Level 2 team will get back to you as soon as possible.<br>
<br>
We are sorry for the inconvenience and thank you for understanding.<br>
<br>
Warm Regards,<br>
Marika<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638</a> </div>
<div class="x_freshdesk_quote"></div>
</div>
</span>
</blockquote>
</div>
</div>
</span>
</blockquote>
</div>
</div>
</div>
</blockquote>
</div>
</span>
</blockquote>
</div>
</div>

</div>
</div>
</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638