Subject: New Reply Received - Scheduler reverting to old schedule
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 29 Dec 2021 03:06:13 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Scheduler reverting to old schedule  Ticket comment <div class="WordSection1">
<div class="MsoNormal">Hi there, </div>
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<div class="MsoNormal">It was an old class that we changed to live class months ago. It got reverted without our noticing and I deleted it after we got the report of the virtual class coming up during the live class. And also for this account 568303, classes
 are not synced even after a successful diagnostic test on the spot. Can you help please find the root cause for us?
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<div class="MsoNormal">Many thanks, </div>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>Jeff Li
</span></b><span lang="EN-US" style='font-size:13.5pt;font-family:"Times New Roman",serif;color:black'><br>
</span><span lang="EN-US" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:black'>Assistant Group Fitness Manager | PURE Group</span><span lang="EN-US" style='font-size:13.5pt;font-family:"Times New Roman",serif;color:black'><br>
</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:black'><br>
</span><span style='font-size:8.5pt;font-family:"Arial",sans-serif;color:black'>21/F Asia Standard Tower</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:black'>
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</span><span style='font-size:8.5pt;font-family:"Arial",sans-serif;color:black'>59-65 Queen’s Road Central</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:black'>
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</span><span style='font-size:8.5pt;font-family:"Arial",sans-serif;color:black'>Hong Kong</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:black'>
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</span><span style='font-size:8.5pt;font-family:"Arial",sans-serif;color:black'>D +852 2122 4333</span>
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<div class="MsoNormal"><span style='font-size:8.5pt;font-family:"Arial",sans-serif;color:black'>E [email-masked]</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> Wednesday, 22 December 2021 5:22 PM<br>
<b>To:</b> Jeff Li &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked]; All HKG - GX Management Team &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Scheduler reverting to old schedule</span>
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<b><span style="font-size:7.0pt;font-family:Courier;color:white">Security Alert - For any Suspicious Emails, Don’t Click on Embedded Links and Open Attachments</span></b><b></b>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Jeff,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for sharing the timestamp. However, I did not find any class scheduled at 10.15 AM on 17th Dec 2021 (Friday) for IFC. Are you sure about the time and date you have
 shared? Will it be some other Friday you are reporting the issue for?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I have checked the backend and can see that the below-mentioned classes have played successfully.</span></div>
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<strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>For the Main Studio:</span></strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style="font-size:11.5pt;color:black">BODYPUMP 118 (45 Mins)</span></div>
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<div class="MsoNormal"><span style="font-size:11.5pt;color:black">4.30 PM</span></div>
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<div class="MsoNormal"><span style="font-size:11.5pt;color:black">BODYBALANCE 90 (45 Mins)</span></div>
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<strong><span style='font-family:"Helvetica",sans-serif'>For Cycle Studio:</span></strong>
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<div class="MsoNormal"><span style="font-size:11.5pt;color:black">10.00 AM</span></div>
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<div class="MsoNormal"><span style="font-size:11.5pt;color:black">7.30 PM </span></div>
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<div class="MsoNormal"><span style="font-size:11.5pt;color:black">The TRIP</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​So we do not see any issues on classes playing or showing apart from the ones that are scheduled. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We would need more information (Like exact time and date, popped up class name, picture of the app timetable screen, etc) in order to investigate this and help you further.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Do let us know if you come across any further issues like this and also provide us the details requested if this happens again. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,<br>
Pritish <br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5063" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5063</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 22 Dec at 7:29 PM
<span class="separator">, Jeff Li &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'>Hi Pritish,
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>For instance we have one Friday 10:15am class at IFC
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> that pops up out of no where and this class hasn’t been a virtual class for a long time (possibly more than a year).
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>There are some odds cases like this reported by 292711 and 561982 as well</span></div>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>Jeff Li
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</span><span lang="EN-US" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:black'>Assistant Group Fitness Manager | PURE Group</span><span lang="EN-US" style='font-size:13.5pt;font-family:"Times New Roman",serif;color:black'><br>
</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:black'><br>
</span><span style='font-size:8.5pt;font-family:"Arial",sans-serif;color:black'>21/F Asia Standard Tower</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:black'>
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</span><span style='font-size:8.5pt;font-family:"Arial",sans-serif;color:black'>59-65 Queen’s Road Central</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:black'>
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</span><span style='font-size:8.5pt;font-family:"Arial",sans-serif;color:black'>Hong Kong</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:black'>
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</span><span style='font-size:8.5pt;font-family:"Arial",sans-serif;color:black'>D +852 2122 4333</span>
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<a href="https://www.pure-yoga.com/" target="_blank" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Times New Roman",serif;text-decoration:none'><img width="55" height="83" style="width:.5763in;height:.8611in" id="_x0000_i1031" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMTE4NjU1MjIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.QQbRXrAQI15C1XYuVcJ2UiXuDw9R4ssvrhBGWk67CAI" alt="PUREYoga Icon"></span></a><a href="https://www.pure-fitness.com/hongkong" target="_blank" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Times New Roman",serif;text-decoration:none'><img width="55" height="83" style="width:.5763in;height:.8611in" id="_x0000_i1030" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMTE4NjU1MjMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.03gcOzEHPl8DjdY0Cw6tGac-EYpHA0XRJS9SO2L2rFg" alt="PUREFitness Icon"></span></a><a href="https://www.pure-fitness.com/hongkong/nutrition" target="_blank" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Times New Roman",serif;text-decoration:none'><img width="55" height="83" style="width:.5763in;height:.8611in" id="_x0000_i1029" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMTE4NjU1MjQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.XtVGAEZEQfhJtCtJXBoeqXXt8_DM3IQ6OpJSL_I9IxI" alt="Nutrition Icon"></span></a><a href="https://www.allnood.com/" target="_blank" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Times New Roman",serif;text-decoration:none'><img width="55" height="83" style="width:.5763in;height:.8611in" id="_x0000_i1028" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMTE4NjU1MjUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.TleHKascY289GGrloSrV_lW5yE80ypvMhE2pn3Vc-9w" alt="Nood Icon"></span></a><a href="https://www.be-pure.com/en/" target="_blank" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Times New Roman",serif;text-decoration:none'><img width="55" height="83" style="width:.5763in;height:.8611in" id="_x0000_i1027" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMTE4NjU1MjYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Bdn8X5jaQZSnLk9QNbys8Q9ehgYD-H02PeGvRvcac9g" alt="Retail Icon"></span></a><a href="https://www.purecast360.com/" target="_blank" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Times New Roman",serif;text-decoration:none'><img width="55" height="83" style="width:.5763in;height:.8611in" id="_x0000_i1026" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMTE4NjU1MjcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.2MNDrLd8vBVvbMKvRZAYoDw2Zz-aOt9hmctBXAmsO-g" alt="PURECAST Icon"></span></a><a href="https://www.pure-fitness.com/hongkong/fuze" target="_blank" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Times New Roman",serif;text-decoration:none'><img width="55" height="83" style="width:.5763in;height:.8611in" id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMTE4NjU1MjgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.h5v_jA0tmHvifcp0X1DedybTApB9u3JaKGp3BtdeO_Y" alt="FUZE Icon"></span></a><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",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> Wednesday, 22 December 2021 12:59 PM<br>
<b>To:</b> Jeff Li &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; All HKG - GX Management Team &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Scheduler reverting to old schedule</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<b><span style="font-size:7.0pt;font-family:Courier;color:white">Security Alert - For any Suspicious Emails, Don’t Click on Embedded Links and Open Attachments</span></b><span style="color:black">
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Jeff,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I hope you are doing fine.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​I am just following up with you regarding the issue you raised a couple of days ago.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please elaborate on what exactly is happening and with which classes?<br>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Looking forward to your reply soon. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,<br>
Pritish <br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5063" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5063</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Sun, 19 Dec at 5:22 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'>Hi Jeff,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for reaching out to us. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please elaborate on what exactly is happening and with which classes?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Do you have any timestamps of the issue?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Looking forward to your reply soon.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Pritish </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5063" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5063</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Sat, 18 Dec at 3:21 PM
<span class="separator">, Jeff Li &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'>Dear LMV help desk team, </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We have experienced in this week incidents where multiple clubs have deleted class reverting back on the scheduler without any manual input. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Can you advice what is the cause of it? </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Jeff </span></div>
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<strong><span style='font-size:5.5pt;font-family:"Arial",sans-serif;color:gray;font-weight:normal'>The information in this email is only for the use of its intended recipients and is
</span></strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
</span><strong><span style='font-size:5.5pt;font-family:"Arial",sans-serif;color:gray;font-weight:normal'>confidential. If you have received this email in error, please notify the sender
</span></strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
</span><strong><span style='font-size:5.5pt;font-family:"Arial",sans-serif;color:gray;font-weight:normal'>and immediately delete the email from your computer system.
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>5063:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div>
<div class="MsoNormal">
<strong><span style='font-size:5.5pt;font-family:"Arial",sans-serif;color:gray;font-weight:normal'>The information in this email is only for the use of its intended recipients and is
</span></strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
</span><strong><span style='font-size:5.5pt;font-family:"Arial",sans-serif;color:gray;font-weight:normal'>confidential. If you have received this email in error, please notify the sender
</span></strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
</span><strong><span style='font-size:5.5pt;font-family:"Arial",sans-serif;color:gray;font-weight:normal'>and immediately delete the email from your computer system.
</span></strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<strong><span style='font-size:5.5pt;font-family:"Arial",sans-serif;color:gray;font-weight:normal'>The information in this email is only for the use of its intended recipients and is
</span></strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
</span><strong><span style='font-size:5.5pt;font-family:"Arial",sans-serif;color:gray;font-weight:normal'>confidential. If you have received this email in error, please notify the sender
</span></strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
</span><strong><span style='font-size:5.5pt;font-family:"Arial",sans-serif;color:gray;font-weight:normal'>and immediately delete the email from your computer system.
</span></strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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</blockquote>
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</blockquote>
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</div>
<div class="MsoNormal">
<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>5063:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
</span>
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</div>
<div class="MsoNormal">
<strong><span style='font-size:5.5pt;font-family:"Arial",sans-serif;color:gray;font-weight:normal'>The information in this email is only for the use of its intended recipients and is
</span></strong><br>
<strong><span style='font-size:5.5pt;font-family:"Arial",sans-serif;color:gray;font-weight:normal'>confidential. If you have received this email in error, please notify the sender
</span></strong><br>
<strong><span style='font-size:5.5pt;font-family:"Arial",sans-serif;color:gray;font-weight:normal'>and immediately delete the email from your computer system.
</span></strong>
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<strong style="font-family:Arial, sans-serif; font-size:7px; font-weight:400;color:#808080">The information in this email is only for the use of its intended recipients and is
</strong><br>
<strong style="font-family:Arial, sans-serif; font-size:7px; font-weight:400;color:#808080">confidential. If you have received this email in error, please notify the sender
</strong><br>
<strong style="font-family:Arial, sans-serif; font-size:7px; font-weight:400;color:#808080">and immediately delete the email from your computer system.
</strong>
</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5063