Gym Assistant Support Policies

How to Obtain Support

Telephone support is available Monday-Friday from 9am-5pm Pacific by calling 1-877-496-2778 (or 1-510-865-1815), extension 2. If a representative does not answer your call directly, leave a brief message including:

Your name
Business name
Telephone number where you can be reached
A brief description of your issue.

Please speak clearly and repeat the phone number so that we can reach you. A technical support specialist will contact you as soon as possible, usually within 1-2 hours during normal business hours.

Email support is available Monday-Friday by emailing to support@gymassistant.com. You can expect a response within 1-2 hours during normal business hours, or the next business day if after hours.

We triage all support requests according to severity of the problem and the availability of a support specialist with the skills appropriate for each request. For example, a customer not able to open his database or a club with a non-functioning access control system will take priority over a club with questions about basic functionality.

Database access problems, Access Control and payment processing issues usually take precedence over other support issues.

Remote Access to your computer

In order to more quickly resolve your issue Gym Assistant technicians may require remote access to your PC. This remote access can only be initiated by you on your computer. While connected you can watch everything the technician does and can disconnect the technician at any time. If our technician requires remote access and it is not possible (for example, due to customer’s company security policy or problematic internet access at your site), we may not be able to render assistance.

Hours of Operation

9am-5pm Pacific time, Monday-Friday (excluding holidays)

Target Response Times

Critical	4 business hours
Major	8 business hours
Minor	12 business hours
Cosmetic	24 business hours

Annual Maintenance Subscription

Your annual software maintenance subscription includes the following services:

Telephone and email support for all software and hardware products
Access to software updates and hot fixes
Access to customers-only support forums
Access Online Backup and Restore
Access to the GymAssistant.com mail server for integrated mail merge
Reduced pricing on software version upgrades

Annual Support includes up to 12 telephone incidents or 6 total hours of telephone support, whichever comes first. Additional support can be purchased on a per-incident basis (see below). Phone support incidents have a half-hour cap (unless otherwise noted). Network problems and other system issues may require more time. The technician may ask you to open an additional incident if more time is required.

Once you have contacted technical support on an issue, there is no additional charge for repeated contacts on the same issue until that issue is closed. If you do not contact technical support regarding an issue for 30 days, the issue is closed.

Per-Incident Support – Pay as you Go

Live technical support is available on a per-incident basis during normal business hours (see above). You will need to give credit card information (Visa, MasterCard, American Express or Discover) to the technician at the beginning of your call unless we have your credit card information on file. See the Support Price List below for the current technical support charges or ask the support technician when you call.

If you call on a single issue and, by the end of the call, we determine that the issue was caused by a defect in our products, your credit card will not be charged. If your call involved more than one issue and at least one issue was not caused by a defect, then you will be charged.

Phone support incidents have a half-hour cap (unless otherwise noted). Network problems and other system issues may require more time. The technician may ask you to open an additional incident if more time is required.

Remote Installation and Remote Training Services

Our Remote Installation Service is a great way to ensure that your system is configured properly before you begin working with the software.

Our Remote Training Service connects you one-on-one with an experienced Gym Assistant specialist who can walk you through the basics or dive deeper into areas in which you need some help.

Both of these services require a high-speed internet connection (Cable or DSL).

Support Prices*

Annual Support/Maintenance Subscription

Gym Assistant Mini Edition (250 members)	$85
Gym Assistant Plus Edition (500 members)	$120
Gym Assistant Standard Edition (1000 members)	$150
Gym Assistant Deluxe Edition (5000 members)	$200
Gym Assistant Super Edition (32000 members)	$250
ProShop	$35
Networking	$45
Access Control	$150

Per-Incident Support

Single Support Incident	$35
Remote Installation (up to 1 hr)	$150
Remote Training (per hr)	$150

Please call Sales at 1-877-496-2778, ext 2 or email sales@GymAssistant.com for more information.

* Prices are subject to change at any time.

Toll-Free: 1-877-496-2778	Cart