What's covered, what's billable, who answers.
Three paths to support: an annual plan (Silver or Gold), a single-incident ticket, or — for new purchases — the first year of support that's included with the software.
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Silver
The standard support plan. Most active customers run on Silver.
$190 /yearRenew Silver- Unlimited phone, email, and remote-assist support
- Priority response during business hours
- Software updates included
- Monday–Friday, 8 AM – 4:30 PM Pacific
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Gold
Higher-priority response and access-control support included.
$370 /yearGet Gold- Everything in Silver
- Priority queue placement
- Access-control / hardware support included
- After-hours support window — case-by-case
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Single Ticket
One-time help without an annual plan.
$125 /incidentAccess control: $180 per 30 min
Open a ticket- Pay for one issue, one ticket
- Access-control help: $180 per 30-minute block
- License transfers: $250 flat
What support covers
- Software questions, installation, configuration, troubleshooting
- Billing-engine setup, AutoBill behavior, payment-processor integration
- Reports, exports, and data recovery from the database
- Hardware troubleshooting on Bio-Logic-supplied equipment
- Remote-assist sessions for the issues we can't fix in writing
What's not covered
- Custom report development
- Custom data conversions from non-standard sources (we quote these separately)
- Third-party hardware we didn't sell you (we'll try, no promises)
- Network and Windows-OS administration outside the Gym Assistant scope
How urgency works
Critical — your install is down, billing is broken, or you can't operate. Call us during business hours; we triage these to the front of the queue.
High — something important isn't working but the gym is still operating. Email or phone.
Normal — bug, how-to, or configuration question. Email is fine.
Low — nice-to-know. We'll get to it.
Hours
Monday – Friday, 8:00 AM – 4:30 PM Pacific Time. Closed federal holidays. Gold customers occasionally get help outside these hours when something is genuinely urgent — case-by-case, not a guarantee.
License transfers
Transferring a license to a new owner or new business entity is a $250 flat-fee service. Includes verification of the new entity, updating registration, and walking the new owner through the install transfer.