Subject: Fwd: Les Mills - Holiday Break Support
From: Pritish Nandi <[email-masked]>
To: Arjun Hurry <[email-masked]>
Date: Tue, 21 Dec 2021 08:41:38 -0700 (MST)

From: "Khali Lanning" <[email-masked]> 
To: "saurabh" <[email-masked]>, "manager" <[email-masked]> 
Cc: "Julie Schumann" <[email-masked]> 
Sent: Monday, December 13, 2021 6:01:00 AM 
Subject: RE: Les Mills - Holiday Break Support 

Hi Saurabh 

Following up on this. There are a few action items for your team in this email, please respond this week. 

Thanks 

Khali 

	

	

	

Khali Lanning ​ 	

(She/Her) Pronunciation: Kay‑Lee 	

| 	

Product Analyst & B2B Support Lead 

Les Mills International 	

| 	

[ mailto:[email-masked] | [email-masked] ] 

www.lesmills.com 

[ http://lesmills.com/plus ] 

	

[ http://www.lesmills.com/ ] 	

[ https://www.facebook.com/lesmills ] 	

[ https://twitter.com/lesmills ] 	

[ https://www.linkedin.com/company/les-mills-international ] 	

[ https://www.youtube.com/user/lesmillsgroupfitness ] 	

[ https://www.instagram.com/lesmills ] 

From: Khali Lanning 
Sent: Thursday, 9 December 2021 2:41 pm 
To: Saurabh Dadu <[email-masked]>; manager <[email-masked]> 
Cc: Julie Schumann <[email-masked]> 
Subject: RE: Les Mills - Holiday Break Support 

Hi Saurabh 

Hope you’re doing well. Julie and I just wanted to send through an email detailing anything you may need to know during our office closure. Apologies it is so long, please give it a read through and let us know if there are any questions . We will be offline 22 Dec – 3 Jan. 

We have let our teams know that during this time, Livesalesman will be available during normal hours (3pm-12am New Delhi time) and weekends. In addition to this, you’ll be online – 

    * 24 Dec morning to midday (NZT) 
    * 27-28 Dec midday to end of day (NZT) 
    * 30-21 Dec morning to midday (NZT) 
    * Please let me know if this is not accurate 

During the shut down we have arranged cross market support coverage. The Japan and UK teams will be jumping in to help out with tickets across the markets – please work with them on this. We also would appreciate if you could be more diligent during the break because markets will be away during various times. 

Every day please: 

    * Check all unresolved and open tickets daily and provide support and resolution if possible. 
    * Note, you don’t need to action each ticket, please just keep track of the office closure calendar and jump in if that market office is closed 
    * Assist with any tickets in which you are tagged 

Reminder of priority levels: 

    * P1 (urgent) – an issue that impacts a large number of partners in which classes are prevented from being played, scheduled, or prevents the App from functioning. 

        * In the case of a P1, Khali and Julie need to be notified ASAP . Please add us on WhatsApp and we can create a group for P1 escalations – Khali’s number is +64 21 157 1204. Julie’s is +1 708 623 5449. 
    * P2 (high) - playback is stable and there is a workaround available. i.e. Automation issues (the projector can be operated manually), some content is missing or not downloading 
    * P3 (medium) - pending or on hold which means we need more information before we can offer a resolution 
    * P4 (low) - tickets are automatically assigned this category, they constitute info only cases or quick resolution cases, feature requests, login information requests, questions about “how to” do something, etc. 

Salesforce related tickets: 

There may be an instance where an issue isn’t a P1, but could be resolved easily by the Salesforce Operations team. For example: 

    * Missing releases 
    * Want to Add/Remove program 
    * Want to Add/Remove studio 

        * Club will see ‘No Studios Exist’ in scheduler 
    * Username and Password combo has been set, but a temp password is still showing on the account 

In these instances, please feel free to submit a ticket to the Salesforce team via the email [ mailto:[email-masked] | [email-masked] ] . 

The calendar below outlines the office closures across markets. 

	

December 	

January 

Tues 	

Wed 	

Thurs 	

Fri 	

Sat 	

Sun 	

Mon 	

Tues 	

Wed 	

Thurs 	

Fri 	

Sat 	

Sun 	

Mon 	

Tues 	

Wed 	

Thurs 	

Fri 	

Sat 	

Sun 	

Mon 	

Tues 	

Wed 

21 	

22 	

23 	

24 	

25 	

26 	

27 	

28 	

29 	

30 	

31 	

1 	

2 	

3 	

4 	

5 	

6 	

7 	

8 	

9 	

10 	

11 	

12 

LMI OOO 	

LMI OOO 

LMUS OOO 	

LMUS OOO 										

LMAP OOO 	

LMAP 								

LMME 																	

LMNORDIC 					

LMN 			

LMN 						

1/2 	

LMUK 			

1/2 	

LMUK 										

Japan 	

Japan 							

LM Spain 	

LM Spain 										

LMNZ 		

Germany 						

Germany 										

JP/UK 	

Livesalesman 	

JP/Livesalesman 	

JP/UK 	

UK/Livesalesman 	

Livesalesman 	

US 

Thanks 

Khali 

	

	

	

Khali Lanning ​ 	

(She/Her) Pronunciation: Kay‑Lee 	

| 	

Product Analyst & B2B Support Lead 

Les Mills International 	

| 	

[ mailto:[email-masked] | [email-masked] ] 

[ http://www.lesmills.com/ | www.lesmills.com ] 

[ http://lesmills.com/plus ] 

	

[ http://www.lesmills.com/ ] 	

[ https://www.facebook.com/lesmills ] 	

[ https://twitter.com/lesmills ] 	

[ https://www.linkedin.com/company/les-mills-international ] 	

[ https://www.youtube.com/user/lesmillsgroupfitness ] 	

[ https://www.instagram.com/lesmills ] 

From: Khali Lanning 
Sent: Monday, 6 December 2021 9:09 am 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; manager < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Julie Schumann < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Les Mills - Holiday Break Support 

Hi Saurabh 

That’s great, we appreciate your help to cover over the holidays. We did have a couple of updates/further requests - 

    * Dec 24 from morning to midday (UK team will be coving afternoon) 
    * Dec 25-26 as per regular agreement (weekend) 
    * Dec 27-28 from midday to end of day (Japan team will be covering morning) 
    * Dec 30-31 from morning to midday could you do full day coverage? (UK team will only be working a half day) 
    * Jan 1-2 as per regular agreement (weekend) 

Thanks 

Khali 

	

	

	

Khali Lanning ​ 	

(She/Her) Pronunciation: Kay‑Lee 	

| 	

Product Analyst & B2B Support Lead 

Les Mills International 	

| 	

[ mailto:[email-masked] | [email-masked] ] 

[ http://www.lesmills.com/ | www.lesmills.com ] 

[ http://lesmills.com/plus ] 

	

[ http://www.lesmills.com/ ] 	

[ https://www.facebook.com/lesmills ] 	

[ https://twitter.com/lesmills ] 	

[ https://www.linkedin.com/company/les-mills-international ] 	

[ https://www.youtube.com/user/lesmillsgroupfitness ] 	

[ https://www.instagram.com/lesmills ] 

From: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, 1 December 2021 10:13 pm 
To: Khali Lanning < [ mailto:[email-masked] | [email-masked] ] >; manager < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Julie Schumann < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Les Mills - Holiday Break Support 

Dear Khali, 

Our current agreement is: 

1 Resource 8 hours a day x 5 days a week (business days) 

1 Shared Resource - on weekends 

The additional hours though would have normally cost you an additional fee, we are happy to do it without any extra cost to you. 

These hours would be covered by a shared resource who would check for incoming tickets periodically during these hours. 

Saurabh Dadu 

LiveSalesman 

India: +91 120 4332621 x 17 

US: 1 240 949 2437 

Cell: +91 9810175203 

From: Khali Lanning < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 01 December 2021 1:44 AM 
To: manager < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Julie Schumann < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Les Mills - Holiday Break Support 

Hi team 

We’re starting to plan our Virtual support coverage plan for the holiday break. We’re hoping you can cover weekends as per our regular agreement, and also a couple of half days, and then UK night times. 

    * Dec 25-26 as per regular agreement (weekend) 
    * Dec 27-28 from midday to end of day (Japan team will be covering morning) 
    * Dec 30-31 from morning to midday (UK team will be coving afternoon) 
    * Jan 1-2 as per regular agreement (weekend) 

What additional cost would the above be? If you’re able to share what the arrangement was last year that would be helpful as well. 

Thanks 

Khali 

	

	

	

Khali Lanning ​ 	

(She/Her) Pronunciation: Kay‑Lee 	

| 	

Product Analyst & B2B Support Lead 

Les Mills International 	

| 	

[ mailto:[email-masked] | [email-masked] ] 

[ http://www.lesmills.com/ | www.lesmills.com ] 

[ http://lesmills.com/plus ] 

	

[ http://www.lesmills.com/ ] 	

[ https://www.facebook.com/lesmills ] 	

[ https://twitter.com/lesmills ] 	

[ https://www.linkedin.com/company/les-mills-international ] 	

[ https://www.youtube.com/user/lesmillsgroupfitness ] 	

[ https://www.instagram.com/lesmills ]