Subject: Fwd: Support process following the release of 1.11
From: Deeksha Dadu <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Date: Tue, 9 Jul 2019 06:25:33 +0000

Hi all,

Please read the email below from Charlotte carefully and make sure that this procedure is implemented right away.

@ Arjun/ Pritish/ Shakeel: please make sure that the new team members understand this well. If any questions, please let Pritish know so that he can clarify with Charlotte.

Regards,
Deeksha

Sent from my iPhone

Begin forwarded message:

From: "Charlotte Jansen" <[email-masked]<mailto:[email-masked]>>
To: "lesmills" <[email-masked]<mailto:[email-masked]>>
Cc: "Paul Keary" <[email-masked]<mailto:[email-masked]>>
Subject: Support process following the release of 1.11

Hi Level 1,

App version 1.11 should soon appear in the App store for download.  Please take a read of the release notes I sent and take note of the following changes in the support process:

  1.  Potential corrupt downloads should be detected as follows.

  1.  Ask for the file size of the release from the customers iPad
  2.  Compare this to your iPad file size
  3.  Any discrepancies in file sizes, advise the customer to refresh the download by clicking the refresh button next to the release on their iPad.  The release will re-download automatically.
  4.  If a customer reports a problem with one specific release only they can refresh it immediately, no need for the file size, this will speed up the time it takes to resolve for the customer.

  1.  Customers with internet, sync and AV connection problems should be advised to conduct the Diagnostics Test as follows:

  1.  Unlock the padlock on the iPad and enter admin code
  2.  Navigate to Version > click ‘Run Diagnostics Test’
  3.  A red ‘x’ detects a fail.
  4.  Internet and device storage fails need to be dealt with by the club. Account and Scheduler fails will be resolved by resyncing the device by changing the admin code. External display fails we need to check their equipment.
  5.  The results of the tests will appear in Kibana in a few weeks once we have some data to report on, so you will be able to see this for each customer.

There will be no communication going out to customers about this release, so when speaking to or emailing customers please ensure you encourage them to upgrade.

I’ll add this to Freshdesk under ‘App updates for agents’

Any questions let me know

Thanks

Charlotte
Charlotte Jansen | Customer Service Manager
Les Mills International | [email-masked]<mailto:[email-masked]>
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