Subject: Ticket re-opened - [#3931] FW: Splash
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 24 Sep 2020 11:27:21 +0000

Hi Pritish Nandi,  Ticket “#3931 – FW: Splash” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931 to view the ticket.  Ticket comment   
 Hi Greg,  

  

 Just wanted to make sure you are aware that we fully completed our installation at Splash, all ipads were tested and had internet connection, (demonstrated to customer prior to completion) and all
 automation was tested and working within the App to the projectors using the “Test Power ON/OFF” command via PJLINK. 

  

 The client (Toa) was pushing for this to be installed asap which we accomplished however we were not aware until just prior to the installation that they would not have any content available for
 class content and tested until , prior agreeing to an installation date. It was not until I notified Jasmine that no classes were downloading that we were informed that the client has not activated their account.

 

 

 
 If there are now site issues  with connections, App settings etc or  not connecting or classes not playing then understandably there will be additional costs incurred should we be required to re-attend
 site, on the basis that billing, account activation and class content is outside of our control and installation was requested by the customer prior to account activation.  I have advised LM support already that one Ipad would not login to the account but
 I’ve not had any response to this issue to date so I have assumed this is rectified although based on the latest email they have not been synced now for 10 days.  We are always available to help out Greg but this site is 2 hours return from our office.  

 

 

 
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 From: Les Mills International <[email-masked]>
 
Sent: Thursday, 24 September 2020 6:49 PM 
To: [email-masked] 
Cc: [email-masked]; Paul Smith <[email-masked]>; [email-masked]; [email-masked] 
Subject: Re: FW: Splash

 

 

 Hi Jasmine, 

 
 
 ​ 

 
 
 Thank you for the clarity.  

 
 
 ​ 

 
 
 In that case, we would suggest that we can close this ticket from our end as we already advised on the steps that they need to take. 

 
 
 ​ 

 
 
 If they require further help and support with anything we would be an email away. They can always create a new ticket for us to get back to them.  

 
 
 ​ 

 
 
 Please do let me know your thoughts. 

 

   

 
 Best Regards, 

 
 
 Pritish 

 
 
 Customer Services 

 
 
 Les Mills Virtual App 

 
 
 ​ 

 

 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931 

 

  

 

 
 
On Thu, 24 Sep at 7:05 PM
, Jasmine <[email-masked]> wrote:

 

 
 
Hi Pritish,

 

  

 

 

 
 Just to clarify re: testing a the moment, Toa does not have the program content uploaded to his iPads yet in order to test. We are unsure of when the club is launching
 (due to COVID lockdown) therefore we are unable to enter a date into our system to trigger the downloads (within 30 days of launch date). 

 

   

 
 Thanks 

 
 
 ​ 

 

Kind Regards,

 

  

 

Jasmine Bourchier | National Launch Coach

 

 
 
Les Mills Asia Pacific | [email-masked]

 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

 

 
 
tel +61 2 6215 8120 | fax +612 6282 0563 | www.lesmills.com.au

 

 
 
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 From: Les Mills International <[email-masked]> 
Sent: Thursday, 24 September 2020 3:56 PM 
To: Greg Cartagena <[email-masked]> 
Cc: Jasmine Bourchier <[email-masked]>;
[email-masked] <[email-masked]>;
[email-masked] <[email-masked]>; Greg Cartagena <[email-masked]> 
Subject: Re: FW: Splash  

 

 

 

 
 Hi ​Paul, 

 
 
 ​ 

 
 
 I hope that you are doing good.  

 
 
 ​ 

 
 
 We have tested the iPad name change procedure and would like to update you that the updated name of the iPad would only show when the device is removed and relinked. Unfortunately
 once the device is already linked with the scheduler the name change of the iPad would not reflect. 

 
 
 ​ 

 
 
 I hope this clarifies the name change procedure.  

 
 
 ​ 

 
 
 @ Hi Toa, 

 

   

 
 If the setup is done completely, then of course you could schedule a test class on all the studios and it should play fine. However, please make sure that the iPads have
 a dedicated internet connection so that they can sync with the scheduler. We do not recommend intermittent connection as this may result in the time table not getting updated on the app resulting in a failed class. 

 

   

 
 We do see that the all the studios are out of sync with the scheduler for the past 9-10 days.  

 

   

 

 

 ​ 

 
 
 In this stituation if you schedule any class they would not get updated on the ipad. It may take up to 20 mins to sync the ipad with scheduler.  

 

   

 
 I hope I was able to provide useful insight.  

 

   

 
 We will leave this ticket open for another 48 hours if you need assistance with anything else.  

 

   

 
 Have a good day! 

 

   

 
 Best Regards, 

 
 
 Pritish 

 
 
 Customer Services  

 
 
 Les Mills Virtual App 

 
 
 ​ 

 
 
 ​ 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931  

 

  

 

 
 
On Tue, 15 Sep at 12:27 PM
, Toa Su'a <[email-masked]> wrote:

 

 
 Morning Pritish 

 

 

 Thank you for organising this. Unfortunately I wont be onsite today to check the systems but I’ll be onsite first thing tomorrow morning.

 

 Just to clarify, I can schedule a test class in all 3 rooms if they are working appropriately? 

 

 

 
 cheers

 

   

 

 

From: Les Mills International <[email-masked]>
 
Sent: Monday, 14 September 2020 4:48 PM 
To: [email-masked] 
Cc: [email-masked]; 
[email-masked]; [email-masked]; Toa Su'a <[email-masked]> 
Subject: Re: FW: Splash

 

 

 

 

 
Hi Greg and Jasmine,

 

 

​

 

 

Thank you for forwarding it to Toa.

 

 

​

 

 

@ Hi Toa,

 

 

 

 

 
Could you check once and advise if everything is running as per your expectations?

 

 

 

 

 
We will leave this ticket open for another couple of days if you need assistance with anything else. 

 

 

 

 

 
Kind Regards, 
Pritish 
Customer Services 
Les Mills Virtual App

 

 

 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931

 

 

   

 

 

3931:859387

 

 
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