Raising a support request
Whilst you should generally be able to find answers to your “how do I” questions within the GymOS Knowledge Base, from time to time, you will have questions specific to your GymOS configuration, a problem you are experiencing, or a question for which you are unable to find the answer. This is handled by raising a support request.
The GymOS support team is available from 9 am to 5 pm UK time, Monday through Friday. This excludes bank holidays and other closure periods, which will be highlighted on the support request page.
Note: All tickets are responded to on a first-come, first-served basis. Adding words like “urgent” is superfluous, as the support team member will not see this until your ticket reaches the top of the queue.
A support request is initiated by raising a support ticket from within GymOS. Support is usually provided by email, but we may sometimes schedule a call (telephone or Zoom), where appropriate.
“Problem resolution” support is included within your GymOS subscription agreement. Additional “hands-on” assistance (E.g., configuring a particular function or implementing a specific workflow) may be commissioned on an ad hoc basis through our Gym Assist offering.
Help us to help you…
When raising a support request, please help us to help you by providing as much relevant and useful information as possible.
For example, “My member cannot book a session. Please help!” does not give us any information to enable us to provide the answer in our first response.
However, “My member, John Doe, says they are unable to book the SGPT session at 10am on 2nd December. The app says ‘insufficient credits’. I have looked, but cannot see why they do not have the credits they need. Please can you assist?” gives the support team much more they can investigate straightaway, and they will likely be able to provide the answer in their first response.
When raising a ticket, provide a subject that helps describe the issue, rather than something ambiguous like “Help needed”. This will help better future cross-referencing if you or we need to return to look over the matter.