PerfectGym Support - Australia and New Zealand (including clients in other countries supported by Australian Office) – PerfectGym

Introduction

This article is for Australian and New Zealand clients (including clients in other countries supported by our Australian Office).

This will explain the severity levels when submitting a case, and the ways to contact PerfectGym Australia for support, including how to submit a support case and which channel to use depending on the nature of your query.

Before you start

Check if you have proper employee permissions. You can do it by yourself, or ask your manager, or system Administrator for help.

To check system permissions on your own, go to the PGM -> Clubs -> System permissions. Click on the Permissions button on the left of your role. In the search bar, enter the phrase self care. You can also search for it manually: Administrator -> Self Care.
Please note that different roles can have a different set of permissions to view the module/view tickets created by others/create tickets:

Severity levels

1 - Critical

Your PerfectGym Solutions site is down (not accessible at all). NOTE: If your PerfectGym.com.au site is down, check if your site is accessible via .com
Check following website: https://status.perfectgym.com/ - view the Australia Datacentre status.
Call 1300 088 922 (within AUS), or +613 9059 4907 (from outside Australia) if you encounter an issue.

2 - Significant

Access Control not working. (ie. Turnstile/Gates not connecting to the system).
Processing of electronic payments to Payment Provider.
Collection of membership fees from Payment Provider.

3 - High

Customer facing application defects (ie. Client portal, reception tablet, kiosk, mobile app).
POSWeb hardware issues (Scanner, printer, transaction terminal).
Failures and defects that restrict the use of the System’s functionality to a limited group of users, there is a reasonable circumvention.

4 - Medium

POSWeb Installation.
Access equipment installation.
System change requests.
General member enquiries (ie. Access control, contract transactions, bookings).

Get Support Module

The four types of support you can utilise are:

Knowledge base within PGM.
Chat function within PGM Get Support module.
Raising a case within PGM Get Support module.
Phone - 1300 088 922 (within Australia), or +613 9059 4907 (from New Zealand).

This module lies within your PGM suite. Get Support is a quick and easy tool to get help in PerfectGym. It allows you to report bugs and/or seek guidance from the support team related to its system operations.

1 - Knowledge Base

The knowledge base can be found in the Get Support module by pressing Search Knowledge Base.

2 - Live Chat

This module lies within PGM and can be accessed from 10.00AM to 12.00PM and 1.00PM to 3.00PM AEST Monday to Friday. This is a handy way to get an answer to a quick question (ie. “How do I add a club zone?” or “How can I cancel a contract?”)
Given Chat is intended to be used for short questions only, if the support member has identified the chat will take longer than 5 minutes to reach a resolution, they will ask for a case to be raised for further investigation.
If the complexity of the Chat query surpasses that of a related Knowledge Base article, it will prompt the agent to request the creation of a Support Case.

3 - Raising a case

To ensure your support ticket includes as much detail as possible, consider the following;

Customer number.
Date of when issue occurred.
Screenshots of the issue.
Examples of the issue.

4 - Phone

We can be contacted via phone from 8.00AM to 7.00PM AEST Monday to Friday on 1300 088 922 (within Australia), or +613 9059 4907 (from New Zealand).

When to use it (Phone)?

This method of contact should be used for critical issues only. General support enquiries will require you to submit a case to action.

Examples of critical issues include:

Failed debit run of electronic payments.
Access control not working.
PerfectGym application outage.

Note that our phone support can be called 24/7. During out of hours the call will route to an out of hours emergency number.

How to raise a case in Get Support?

Tips for Raising a "Perfect" Ticket

To help the Support Team review and resolve queries efficiently, specific and detailed information is required.

1. One Issue Per Ticket
Avoid combining unrelated problems into a single request. Logging separate tickets allows the system to assign the correct specialist for each module or issue.
2. Specific Examples & Steps to Reproduce
Provide exact data so logs can be properly investigated. Always include:

Identifiers: Specific User Numbers (e.g. Member ID), Contract IDs, or the exact name of the item being referenced.

Error Messages: Copy and paste the full error message text, or provide the Correlation ID if displayed.

Steps Taken: A step-by-step explanation of what was done immediately before the issue occurred (e.g. “Classes → Timetable → Add Class”).

3. The “Context” Rule

Expected vs Actual: Clearly describe what was expected to happen versus what actually occurred.

Visual Evidence: Attach full-screen screenshots or screen recordings showing the issue.

Login to PGM, click the user icon on the top right hand corner of the screen and select Get Support from the menu.

Once Get Support opens, select Create a case

Select the area your issue relates to in PerfectGym:

Access Control - access hardware issue or access configuration.
Client Portal application - issues relating to the client portal application. This includes reception tablet mode of client portal.
Integrations - issues relating to an external integration such as fitness software integrations.
Kiosk application - issues relating to a kiosk, including hardware and the client portal application.
Mobile application - issues relating to the PerfectGym Go app, or custom branded 'white label' app designed by PerfectGym for iOS and Android devices.
Perfect Gym Manager - core - issues relating to the PerfectGym Manager module (PGM).
POSWeb (Reception desk application) - issues relating to POSWeb, including hardware.
ProApp - issues relating to the PT Trainer app (additionally paid app in development).

Select the relevant category.

These categories will change based on the previous selection

Select the area where the issue relates to.

These categories will change based on the previous selection

This will display a new screen which will ask a number of questions relating to your issue.

Severity

Select the Severity of the case

Significant
High
Medium

Learn more on severity levels here to determine what the severity level should be.

Issue description

Write a detailed description of what the issue is, providing as much information as you can. Include:

Details such as user numbers.
Time/Date when the issue occurred.
Copy/paste any error messages as text.

Step by step explanation

If this error message can be reproduced, please provide a step by step guide on what you were doing to get to the error message (Optional but this is highly encouraged).

Notify Additional Person (Email)

This essentially works as a CC function when using email. Any updates on the case will also be sent to the email addresses entered in this field.

Reporter Data

This data will automatically be filled in based on the employee who is currently logged into PGM.

Notifications will be sent out to the email address listed in the employee profile.

To edit the employee profile an administrator/PG champion will need to edit the employee profile in PGM->Clubs->Employees.

Team viewer

If you need us to access your system, please provide a TeamViewer ID and password. You can download our version of TeamViewer here.

Access is required for POSWeb Installation, POSWeb hardware configurations or issues, and Access Server installations.

Attachments

Any screenshots and attachments can be added to help us investigate the issue further.

Updates

From R.89 system update, we have made some significant visual changes and introduced new enhancements to the Get Support module. The aim is to improve the overall user experience and provide a more organised and streamlined view of case details.

Here are the vital changes:

Acceptance of Proposed Solution - a new feature that allows users to accept proposed solutions directly within case details. You and your team can indicate your acceptance of a proposed solution, providing clearer communication between you and our Perfect Gym Support Team.
Enhanced Case Details View - the width of the case details view has been increased to provide a more spacious and comfortable reading experience. We have also grouped the information into four sections: Basic Info, Case Info, Conversation, and Case History.
Improved Case Header - you can add the subject of the case to the top of the case details view. This change allows for identifying the main topic or problem quickly. We have included the case reporter's information, providing immediate access to the contact details of the person who raised the case. The message associated with the case has now been placed at the top, ensuring that the important communication is easily visible.
History of the case - we have relocated the history of the case to the bottom of the case details view, providing a chronological overview of all actions taken.
Right Sidebar - we have introduced a new right sidebar that displays additional information about the case: the details such as case type, number of attachments, and TeamViewer information, enabling users to access relevant information at a glance. These visual changes and feature additions aim to optimize the Get Support module, making it more user-friendly and efficient for handling customer cases. We believe that these improvements will enhance your experience and help you manage your cases more effectively.

How to raise a Chat in get support

Once Get Support opens, select Open chat.

Chat box will proceed to open. Populate the required fields and click Start Chatting:

First Name/Last Name - will auto populate based on your PGM employee login.
Subject - short summary on what the chat is related to.
Web email - contact email address to gain updates on the chat if there is a need for further action once the chat is closed.
Application - which part of PerfectGym the chat relates to.

You will then be greeted by one our friendly support members.