Subject: New Reply Received - RE: Billingham Forum Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 28 Jul 2020 11:33:22 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  RE: Billingham Forum Virtual   Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-family:"Calibri Light",sans-serif;mso-fareast-language:EN-US'>Hi Chris,</span></div>
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<div class="MsoNormal"><span style='font-family:"Calibri Light",sans-serif;mso-fareast-language:EN-US'>It will be
<a id="OWAAMDA59D2265515443F853E223A18D4B5BE" href="mailto:[email-masked]" rel="noreferrer">
<span style='font-family:"Calibri Light",sans-serif;text-decoration:none'>@Support</span></a> who will be able to assist you with this query,
<a id="OWAAMF33F45C9A47F436197B86839C5069796" href="mailto:[email-masked]" rel="noreferrer">
<span style='font-family:"Calibri Light",sans-serif;text-decoration:none'>@Support</span></a> can you please help with the below?</span></div>
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<div class="MsoNormal"><span style='font-family:"Calibri Light",sans-serif;mso-fareast-language:EN-US'>Thank you</span></div>
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<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#000001'>Danielle Dunn</span><span style='font-size:1.0pt;font-family:"remialcxesans",serif;color:white'>​</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#000001'></span>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'>Customer Support – Operations</span></div>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'>Les Mills UK</span></div>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style="color:#7A7A7A;text-decoration:none">[email-masked]</span></a></span></div>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'><a href="http://www.lesmills.com/uk" rel="noreferrer">www.lesmills.com/uk</a></span></div>
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<a href="https://www.lesmills.com/uk/clubs-and-facilities/recovery/" target="_blank" rel="noreferrer"><span style="font-size:1.0pt;text-decoration:none"><img width="652" height="163" style="width:6.7916in;height:1.7013in" id="_x0000_i1042" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzAyNTk3NzksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.qqV93VllshFoxKiAZQ5vGA3BBF21nIvOx2AmSmfrHv8"></span></a><span style="font-size:1.0pt"></span>
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<div>From:<span lang="EN-US"> Christopher Harrington &lt;[email-masked]&gt;
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<b>Sent:</b> 28 July 2020 12:19<br>
<b>To:</b> Danielle Dunn &lt;[email-masked]&gt;<br>
<b>Cc:</b> Gail McKenna &lt;[email-masked]&gt;; Paul Wilkinson &lt;[email-masked]&gt;; Paul Bambrough &lt;[email-masked]&gt;<br>
<b>Subject:</b> FW: Virtual urgent work</span>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Danielle,</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">We have tired everything our IT department have suggested to resolve the Pavilion issues.
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I can confirm the iPad has been updated, HDMI cable has been checked with another device and that the diagnostics has been completed.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Is there anything else we could try from our end?  </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Regards</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Chris </span></div>
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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Gail McKenna &lt;[email-masked]&gt;
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<b>Sent:</b> 23 July 2020 16:27<br>
<b>To:</b> Simon Edwards &lt;[email-masked]&gt;; Christopher Harrington &lt;[email-masked]&gt;<br>
<b>Subject:</b> Virtual urgent work</span>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi guys </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Need these things doing urgently tomorrow so that we can get the on demand classes into the system can you please advise if you or one of the venue team can do this asap.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Thanks Gail</span></div>
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<div class="MsoNormal"><b><span style="color:#104484">Gail Mckenna</span></b></div>
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<div class="MsoNormal"><b><span style="color:#104484">Health and Wellbeing Manager</span></b></div>
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<b><span style="color:#0066FF">Tees Active Ltd      </span></b><span style="color:#1F497D"> </span><b><span style="color:#0066FF"></span></b>
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<b><span style="color:#0066FF">Direct Line:</span></b><span style="color:#1F497D">         01642 527305</span>
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<b><span style="color:#0066FF">Mobile:</span></b><span style="color:#1F497D">               
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<b><span style="color:#0066FF">Email:</span></b><span style="color:#1F497D">                  
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<b><span style="color:#0066FF">Website:</span></b><span style="color:#1F497D">            
</span><span style="color:#104484"><a href="http://www.teesactive.co.uk/" rel="noreferrer"><span style="color:#104484">www.teesactive.co.uk</span></a></span><span style="color:#1F497D">    
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<b><span style="color:#0066FF">Facebook:           </span></b><span style="color:#104484"><a href="http://www.facebook.com/teesactive" rel="noreferrer"><span style="color:#104484">www.facebook.com/teesactive</span></a></span><span style="color:blue"></span>
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<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Company Registration No. 29699R</span><span style='font-family:"Arial",sans-serif;color:#104484'> |
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Registered in England</span><span style='font-family:"Arial",sans-serif;color:#104484'> |
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>VAT Registration No. 830036471</span><span style='font-family:"Arial",sans-serif;color:#104484'></span>
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<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Tees Active Ltd</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#104484'>
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Redheugh House</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#104484'>
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Thornaby Place</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#104484'>
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Thornaby</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#104484'>
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Stockton on Tees TS17 6SG</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#104484'></span>
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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> 23 July 2020 16:20<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Cc:</b> Gail McKenna &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Christopher Harrington &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Simon Edwards &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: RE: Billingham Forum Virtual</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>After looking at Club account, I clearly see that all of your iPads across all studios are online and in sync with the Scheduler.<br>
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Since the issue has been resolved, I will close this ticket for now. But please do not hesitate to contact us if you need our help in the future.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App <br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3763" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3763</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 22 Jul at 11:31 PM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for reaching out to support today. We are sorry to hear about the issues with Virtual.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I checked our internal data and this is what I see:<br>
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TEES ACTIVE - STOCKTON SPLASH (<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>) Studio 1 syncronized (last sync was 9 minutes ago, which is fine). I can see that this studio is connected to the internet and all changes made in Scheduler
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​TEES ACTIVE - THORNABY PAVILION (<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>) Watson Hall (studio) has been offline since May 4th. The last
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Navigate to SETTINGS &gt; Version &gt; Run diagnostics 
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>TEES ACTIVE - BILLINGHAM FORUM (<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>) Activity 1 (studio) has been offline for the past 6 days. Newly
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Studio 2 is online, last sync was 11 minutes ago. The sheduled classes can be reflected in the application.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please remember that you need to 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.
 Running a diagnostics test via the App Version tab will re-establish a connection with the Scheduler and ensure any classes scheduled sync with the App within 20 minutes of being scheduled.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App <br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3763" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3763</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 22 Jul at 9:35 PM
<span class="separator">, Danielle Dunn &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif'>I’ve just double checked and all sites are set up for virtual from our end, I’m not sure what that error message could be, looks more technical so we will need the virtual
 team to look into this <a id="OWAAM62871A027D364CAD903BA6CE09FB64B0" href="mailto:[email-masked]" rel="noreferrer">
<span style='font-family:"Calibri Light",sans-serif;text-decoration:none'>@Support</span></a> could you please look into this error message and please let Gail know why she may be getting this message?</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:"Calibri Light",sans-serif'>Thank you</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#000001'>Danielle Dunn</span><span style='font-size:1.0pt;font-family:"remialcxesans",serif;color:white'>​</span>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'>Les Mills UK</span></div>
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<div class="MsoNormal"><a href="https://www.lesmills.com/uk/clubs-and-facilities/recovery/" target="_blank" rel="noreferrer"><span style="font-size:1.0pt;border:solid windowtext 1.0pt;padding:0cm;text-decoration:none"><img width="652" height="163" style="width:6.7916in;height:1.7013in" id="Picture_x0020_9" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzAyNTk3ODcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.L0apgPUDw_mrQqNk0gkE6LHZhe4bkZj_f-EvrKXHA9Y" alt="Image removed by sender."></span></a></div>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Gail McKenna &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> 22 July 2020 06:15<br>
<b>To:</b> Danielle Dunn &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> Christopher Harrington &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Simon Edwards &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Billingham Forum Virtual </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please look into why Billingham Forums system back office is saying the attached error message. I informed our Club Manager Simon Edwards of this yesterday and
 he ensured that both iPad were live and also confirmed that our spinning studio iPad had logged out of the app an re-instated this. I have gone on again this morning for it to show the same error message. I have also double checked Thornaby Pavilion
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> and there one system is the same, yet Splash
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> is the same.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I am not sure if you are aware but we have two systems linked up at the Forum Activity 1 and Spinning Studio both are showing under our log in
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> and this error message comes up when you click to edit the sessions.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>If you look in our new agreement we have been upgraded to all virtual program and I have again been into Splash’s account and this shows all additional options and I have
 been able to build their new program.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please can you look into this immediately as I need to set the other two sites systems up no later than Friday as our classes start Monday 27<sup>th</sup> July.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks Gail
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#104484'>Gail Mckenna</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#104484'>Health and Wellbeing Manager</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#0066FF'>Tees Active Ltd     
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#0066FF'>Direct Line:</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#1F497D'>         01642 527305</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#0066FF'>Email:</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#1F497D'>                  
</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><span style="color:#1F497D">   
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#0066FF'>Website:</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#1F497D'>            
</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="http://www.teesactive.co.uk/" rel="noreferrer"><span style="color:#104484">www.teesactive.co.uk</span></a><span style="color:#1F497D">    
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</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="http://www.twitter.com/teesactive" rel="noreferrer"><span style="color:#104484">www.twitter.com/teesactive</span></a>
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<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Company Registration No. 29699R</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#104484'> |
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Registered in England</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#104484'> |
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>VAT Registration No. 830036471</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Tees Active Ltd</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#104484'>
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Redheugh House</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#104484'>
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Thornaby Place</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#104484'>
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Thornaby</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#104484'>
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#104484'>Stockton on Tees TS17 6SG</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3763