Subject: Re: Urgent - Les Mills Updates
From: Olesia Dhas <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: Adithya Srivastava <[email-masked]>, Akash Sharma <[email-masked]>, Arjun Hurry <[email-masked]>, Marika Fujita <[email-masked]>, nusan dubey <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Thu, 5 Mar 2020 04:54:59 -0700 (MST)

Hi Pritish, 

Noted and will follow. 

Regards, 
Olesia 

From: "Pritish Nandi" <[email-masked]> 
To: "Adithya Srivastava" <[email-masked]>, "Akash Sharma" <[email-masked]>, "Arjun Hurry" <[email-masked]>, "Marika Fujita" <[email-masked]>, "nusan dubey" <[email-masked]>, "Olesia Dhas" <[email-masked]> 
Cc: "Deeksha Dadu" <[email-masked]> 
Sent: Thursday, March 5, 2020 2:35:54 PM 
Subject: Urgent - Les Mills Updates 

Hi Team, 

Please make sure you are doing the following going further - 

1. If the ticket has more than 5 responses from Agent please make sure that you are alerting Charlotte with the issue notes and what actions you have taken so far. 

2. Whenever there is a known issue added, please make sure that you are replicating this at you end. The monitor is already setup which we are using for past 2 months. I have added a sticky note to it so that you know which one to connect to. 

3. If the customer is reporting issue with the app or content which we need to check from our end, it is better try to replicate this ourselves before escalating to level 2. WHEREVER WE CAN REPLICATE THE ISSUE WE WOULD DO THAT. 

4. if the customer/CXM is asking for playback data then refer them to check Playback history in app version 1.13.0. We should also ask them if they are facing issues with any classes so that we can check what might be going on in the backend. But refrain from giving out data. If they are adamant even after this then please check with Charlotte. 

5. For troubleshooting we need to know what classes they have issue with with date and time of the issue. Please make sure that you are asking this question before coming to any conclusion. We need to know as this was stressed by Charlotte a lot of times. 

6. Please note - as kibana tracks events, old corrupt downloads will still appear, even though they've been fixed. @Pritish Nandi this is something to be aware of when the agents are sending emails about corrupt downloads (This was again something you should know) 

7. Most importantly we need to have clear and concise notes in the ticket about how you are coming to any conclusion of the troubleshooting steps. The other person does not know your thought process and this needs to be mentioned under notes. Also any call you take you should put clear notes on what happened. 

If you have any questions please let me know. THERE SHOULD NOT BE ANY MISS ON THESE POINTS. 

Regards, 
Pritish Nandi