Subject: Feedback - Les Mills
From: Pritish Nandi <[email-masked]>
To: Anush Saxena <[email-masked]>, Apoorv Joshi <[email-masked]>, Arjun Hurry <[email-masked]>, " Bharat Sharma" <[email-masked]>, Jorge Mendoza <[email-masked]>, Katherina Westner <[email-masked]>, Maksim Semenov <[email-masked]>, Nikhil Mittal <[email-masked]>, Olesia Dhas <[email-masked]>, Rajdeep Pooni <[email-masked]>, "tasuku yamamoto" <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Tue, 19 Nov 2019 06:10:01 -0700 (MST)

Team, 

Please make sure you follow the instructions below for better handling of Les Mills Tickets 

1. For customer complaining about repeat classes you need to advise the customer on the random algorithm and also check the Kibana data what all classes were repeating. If they have not provided the program name then we need to ask for Program name. 

The scheme for playing classes in random order operates in such an algorithm: 
​ 
The algorithm picks blind one of the releases within each program without any reference to what was selected before, so there is a chance that the same release will repeat or even play in a row. At the moment the work around is to specify a release and in a later APP version there will be the ability to remove a release so that it can not be chosen. 

2. If the customer is having unstable internet connection and is using Automation then they would need to address the internet connectivity first. The Kibana SF logins Dashboard tells us more about the internet connectivity. This is how it should be written to the customer for unstable internet connection. 

Looking at our data, I think the issue relates to your network connectivity, which seems unstable. Automation needs a reliable constant source to perform, so this should be the first aspect you look to address. I’ve included the graph below which shows that the App is only logging in once every 3 hours and on some days not at all, the logins should be twice every 3 hours at least and be more consistent across days. 

3. The customer has to use Google Chrome for the scheduler. Unfortunately internet explorer is not supported. Please let the customer know that the scheduler is optimized for Google Chrome only. 

4. In ticket when you paste the Kibana data, you also need to paste a summary of your analysis of what you think is the issue and what are the next steps. 

5. Tickets needs to be followed up correctly and everyday and accordingly resolved. For sync issues, corrupt download etc you can always check Kibana to check if the issue is resolved now. If you see the issue is resolved then you can update the customer and resolve the ticket. (Please use common sense and Kibana data analysis) 

6. Whenever advising customer on resolution to perform some Troubleshooting steps like update App/IOS version, Mirror Display Autolock settings etc. it is better to provide descriptive steps and a screenshot for their help. 

Regards, 
Pritish Nandi