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 Online Services:
    • eSignature (new)
    • 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 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 support@gymassistant.com.  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.

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 default to annual, with an available option for monthly payments instead if you choose.
  • 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$160.00 per year OR USD$16.00 per month

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$310.00 per year OR USD$31.00 per month

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 services.

Single Support Tickets are available for $85.00 per half hour (30 minutes).

Customers with two (2) or more locations operating Gym Assistant are eligible for Multiple Location Discounts:

  • 2-4 locations = 30% Discount per location
  • 5+ locations = 50% Discount per location

(Last updated July 10th, 2020)


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)

StarTech (4-port PCI Express)

Best Connectivity (2-port PCI)

ASIX MCS9865 (2-port PCI)

CODE Scanner Virtual COM Driver

CODE VCOM Installer

Star TSP100 Receipt Printer Drivers

Star TSP100 (64-Bit)

Star TSP100 (32-Bit)

USB Cash Drawer Drivers

MS Cash Drawer USB Setup

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

HyperTerminal (Test serial port functionality)

HyperTerminal

QuickCam PhotoCapture

Logitech C270 WebCam Software

All Logitech WebCams

*All Installer pages require a password. Please contact us to gain access to these pages.
 

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.


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)

*All Installer pages require a password. Please contact us to gain access to these pages.
 

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.


Support

Custom Key Tags

How to submit your custom keytag 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