Gym Assistant Support Policies
Gym Assistant Support – Policy
Annual Maintenance Subscription
Your annual software maintenance subscription includes the following services:
- Telephone and email support
- Access to software updates and hot fixes
- Access to Premium Online Services:
- eSignatures
- Online Member Portal
- Automated Online Backup & Restore
- Email capability thru the GymAssistant.com mail server
- SMS capability
- Reduced pricing on software version upgrades
Annual Support includes up to twelve (12) telephone incidents or six (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 (thirty-30 minutes) 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 thirty (30) days, the issue is closed.
How to Obtain Support
Telephone support is available Monday-Friday from 8:00am-4:30pm Pacific Time by calling 1-877-496-2778 (or 1-510-865-1815), extension 2. If a representative does not answer your call directly, clearly 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 (See below "Target Response Times").
Email support is available Monday-Friday by emailing to [email protected]. See below "Target Response Times".
We triage all support requests according to an active paid Support subscription, 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.
We also offer an Online User Guide that is always available (24/7/365).
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
8:00am-4:30pm 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 |
Gym Assistant Support – Pricing
- Pricing is subject to change anytime.
- Pricing is annual.
- Customers with a Paid technical Support Subscription will receive Priority response.
- All Support subscription renewals will be eligible for the following pricing model:
Silver Support Level
USD$190 per year
Includes support for the following Gym Assistant purchased products:
- All Software (Gym Assistant, ProShop, TimeClock)
- Check-in (GateKeeper utility and check-in reader/scanner) – NOT Access Control
- Credit Card processing and readers
- PhotoCapture (software and camera)
- Receipt Printer and Cash Drawer
Gold Support Level
USD$370 per year
Includes support for all Silver Level items listed above plus:
- Networking
- Access Control
MemberShare and DataSync specific support is included with the separate purchase of those additional multi-location services.
Single Support Tickets are available:
- Standard Support Ticket USD$125 per half hour (30 minutes)
- Access Control Support Ticket USD$180 per half hour (30 mins)
Customers with two (2) or more locations operating Gym Assistant software are eligible for a Multiple Location Discount on Support:
- 2 or more locations = 50% Discount per location
A Gym Assistant Software License can be transferred to a new ownership party. To transfer ownership of your Gym Assistant software license there is a License Transfer Fee of USD$200. This fee can be paid by the Current Owner or the New Owner. This fee needs to be paid before our Technical Support Team can help remove any data from your Gym Assistant software. Please contact the Sales Department for more information and help making a License Transfer payment.
(Last updated January 6th, 2025)
Installers - Utilities
Installers
USB/Serial Adapter Drivers
FTDI USB/Serial Driver for Windows 7/Vista/XP (32-bit or 64-bit)
FTDI USB/Serial Driver for RS485 (USConverters)
Prolific USB/Serial Driver for Windows Vista/7/8/8.1 (32 & 64-bit)
Prolific Utility to Check Chip Version
PCI Serial Card Drivers
PCIex-200H (2-port PCI Express)
PCIex-400E (4-port PCI Express)
Best Connectivity (2-port PCI)
CODE Scanner Virtual COM Driver
Star TSP100 Receipt Printer Drivers
USB Cash Drawer Drivers
Proximity Readers
pcProx4 (for prox door controller)
pcProxConfig5 (for prox desktop reader)
USB_Desktop Prox Reader COM Driver
FingerScan
FingerScan 2.0 (Interface for SecuGen fingerprint scanners)
Secugen Fingerprint Scanner Drivers
RemoteAssist Client
Standalone Controller Firmware
HyperTerminal (Test serial port functionality)
QuickCam PhotoCapture
To see our End User License Agreement (EULA), please click here.
To uninstall the Gym Assistant Demo, click Start and type "Uninstall Gym Assistant 2.0 Demo".
To uninstall the ProShop Demo, click Start and type "Uninstall ProShop 2.0 Demo".
If you have any installation problems with our demo software, please contact Technical Support by email or phone.
Our hours of operation are Monday through Friday, 9am-5pm Pacific Time.
- Email: [email protected]
- Phone: 1-877-496-2778, ext 2
Installers
Installers
Version 2.6.0 (*password required)
Version 2.0.4 (*password required)
Version 2.0.3 (*password required)
Version 2.0.2 (*password required)
Utilities and Drivers (*password required)
To see our End User License Agreement (EULA), please click here.
To uninstall the Gym Assistant Demo, click Start and type “Uninstall Gym Assistant 2.0 Demo”.
To uninstall the ProShop Demo, click Start and type “Uninstall ProShop 2.0 Demo”.
If you have any installation problems with our demo software, please contact Technical Support by email or phone.
Our hours of operation are Monday through Friday, 9am-5pm Pacific Time.
- Email: [email protected]
- Phone: 1-877-496-2778, ext 2
Technical Documents
To view these documents you may need to install Acrobat Reader.
Updates & Revisions
User’s Guides
Web Help – Navigate through the User’s Guide
Barcode Readers / Serial Ports
Access Control
-
- Access Controller 721EX Setup.pdf
- Access Controller 721V2 Setup.pdf
- Gym Assistant Access Controller Setup – 721EX (video)
- Legacy-Barcode-Access-Control-Setup.pdf
- Legacy-Proximity-Access-Control-Setup.pdf
- Barcode Controller Setup 2021.pdf
- MagLock Hardware Install Documents
- DoorWatcher Setup.pdf
- Wiegand Consolidator Setup.pdf
- Wiegand Keypad Setup.pdf
- Legacy Barcode Reader Upgrade to Wiegand.pdf
SmartReader
Credit Card Processing
Online Member Portal
-
- eSignatures Setup.pdf (eSignatures only)
- Member Portal Instructions.pdf (Signup, Payments, eSignatures)
Support
Resources
Payment Processing information and more!
Online User Guide
Access online Gym Assistant’s User Guide
Custom Key Tags
How to submit your custom key tag artwork
Gym Assistant Support Policies
Explanation of support structure and any associated costs
Installers
Software installers and other utilities for download
Knowledge Base
The Gym Assistant Knowledge Base (KB) is an up-to-date repository of technical articles
Remote Assist
Our technical support staff can connect directly to your computer to diagnosis and fix technical problems. There is no cost for this service
Technical Documents
Revision history, Setup and Troubleshooting documents
