System Outage
Incident Report for Lift Brands, Inc
Resolved
This incident has been resolved.
Posted 3 months ago. Feb 28, 2019 - 16:33 CST
Update
IT successfully completed our deployment to snapfitness.com on Tuesday, February 19, 2019. Thank you for your patience while we worked to improve our website experience! See below for details on what was deployed.
Posted 3 months ago. Feb 19, 2019 - 21:04 CST
Update
IT will be deploying to snapfitness.com on Tuesday, February 19, 2019, between 8:00 PM and 10:00 PM CST. Snapfitness.com will continue to be available to customers and franchisees during the deployment. The following updates will be made during the deployment.
o Modifying the second page of the join process to streamline the number of steps a user has to take to apply for a membership. Decreasing from 6 steps to 3 steps
o Improving how the address for clubs display to better accommodate international formatting differences
o Adding features to allow for more flexibility in how content is edited and displayed on snapfitness.com
- Adding the ability to remove independent section of content on different country websites at the master level
- Adding options to displayed or hide buttons on specific sections of content
o Improvement added to our website monitoring process
o Fixing minor user experience issues
Posted 3 months ago. Feb 19, 2019 - 14:28 CST
Update
Club Dashboard Live: The Club Dashboard was released to Fitware during our maintenance period on Friday, February 15, 2019, between 5:00 AM and 7:00 AM CST. If you are experiencing issues with accessing the Club Dashboard, please clear your browser cache.

Thank you for your patience with our short delay.
Posted 3 months ago. Feb 15, 2019 - 06:51 CST
Update
IT has delayed the deployment to Fitware on Thursday, February 14, 2019. Thank you for your patience. We will communicate when we are able to reschedule the deployment of the Club Dashboard.
Posted 3 months ago. Feb 14, 2019 - 05:53 CST
Update
We will be deploying to Fitware on Thursday, February 14, 2019 between 5:00 AM and 7:00 AM CST. During this timeframe, you may experience intermittent issues accessing Fitware and/or when using the tablet application.
Changes being deployed:
Fitware:
- The Club Dashboard will be live to display club specific metrics.
Posted 3 months ago. Feb 13, 2019 - 14:22 CST
Update
You may have experienced intermittent issues with accessing Fitware and online enrollment. The issue has been resolved and we will continue to monitor, however if you see any issues please contact us immediately at support@liftbrands.com or call 1-877-474-7080.
Posted 4 months ago. Feb 06, 2019 - 12:11 CST
Update
IT successfully completed the deployment to our managed applications on Tuesday, February 5, 2019. Thank you for your patience while we worked to improve our application experience! See the list of items released in the deployment below.
Posted 4 months ago. Feb 05, 2019 - 06:30 CST
Update
We will be deploying to our managed applications on Tuesday, February 5, 2019, between 5:00 AM and 6:00 AM CST. During this timeframe, you may experience intermittent issues accessing Fitware and/or when using the tablet application.

Changes being deployed:

Fitware:
- Fixing an issue with club enrollment for Indonesia.
- Resolving an issue when saving pricing for pre-paid memberships.
Posted 4 months ago. Feb 04, 2019 - 16:11 CST
Update
IT successfully completed our deployment to snapfitness.com on Thursday, January 31, 2019. Thank you for your patience while we worked to improve our application experience! See below for details on what was deployed.
Posted 4 months ago. Jan 31, 2019 - 20:43 CST
Update
IT will be deploying to snapfitness.com on Thursday, January 31, 2019, between 8:00 and 10:00 PM CST. Snapfitness.com will continue to be available to customers and franchisees during the deployment. During this timeframe, we will be making the following updates to the noted applications.
o Club pages that are in the buildout phase will now have an inquiry form on the page. The information submitted on the inquiry form will continue to be sent to the club email address.
o Snapfitness.com will be updated to more quickly handle updated content on the club pages.
- The ongoing update processes that continually updates club location page information will be optimized to consistently update any club page information every 24 hours.
- IT support will be able to force a club page to update if, for some reason, a page is not displaying the most up to date information. Please continue to submit support tickets if your club page content has not updated in the last 24 hours.
- Masters will be able to trigger an update to all of the clubs located in their country using SilverStripe.
Posted 4 months ago. Jan 31, 2019 - 16:23 CST
Update
IT successfully completed our deployment to our managed applications on Tuesday, January 29, 2019. Thank you for your patience while we worked to improve our application experience! See the list of items released in the deployment below.
Posted 4 months ago. Jan 29, 2019 - 06:37 CST
Update
IT is currently deploying to our managed applications today, Tuesday, January 29, 2019, between 5:00 and 7:00 AM CST. Fitware is currently unavailable and tablet enrollments may be impacted.
Posted 4 months ago. Jan 29, 2019 - 05:26 CST
Update
IT will be deploying to our managed applications on Tuesday, January 29, 2019 between 5:00 and 7:00 AM CST. During this timeframe we will be making the following updates to the noted applications. Fitware will not be accessible at this time and tablet enrollments may be impacted.
Fitware:
• Member engager toggle in corporate business settings – this allows for corporate employees to turn off member engager in the Fitware application as brands are transitioned over to Digital Stack to send member emails.
Email templates:
• Including updated promotion templates to make sure if promotions are turned on, content is up to date.
Gympass:
• Gympass is back up and running. Clubs can now sign up users in Gympass in Fitware.
FOD :
• Disable save button on schedule home page
• Disable link in CCP that users should be managing through MA

IT Support Update for 1/25/2019:
• New Tickets – 94
• Solved Tickets – 117
New tickets are the tickets that have been submitted to the Lift IT support team for the date listed. Solved tickets includes all tickets resolved by the Lift IT support team during the date listed, this could include tickets carried over from the prior time period.

Top ticket driver for 1/25/2019:
1. Request to upload documents to member accounts
2. Member account fixes
Posted 4 months ago. Jan 25, 2019 - 16:12 CST
Update
IT Support Update for 1/24/2019:
New tickets – 93
Solved tickets – 130
New tickets are the tickets that have been submitted to the Lift IT support team for the date listed. Solved tickets includes all tickets resolved by the Lift IT support team during the date listed, this could include tickets carried over from the prior time period.

Top ticket driver for 1/24/2019:
1. Member account fixes
2. Bug fixes
Posted 4 months ago. Jan 24, 2019 - 18:51 CST
Update
IT Support Update for 1/23/2019:
New tickets – 167
Solved tickets – 153
New tickets are the tickets that have been submitted to the Lift IT support team for the date listed. Solved tickets includes all tickets resolved by the Lift IT support team during the date listed, this could include tickets carried over from the prior time period.

Top ticket driver for 1/23/2019:
1. 502 Bad Gateway
Posted 4 months ago. Jan 23, 2019 - 17:58 CST
Update
IT Support Update for 1/22/2019:
New tickets – 177
Solved tickets -157
New tickets are the tickets that have been submitted to the Lift IT support team for the date listed. Solved tickets includes all tickets resolved by the Lift IT support team during the date listed, this could include tickets carried over from the prior time period.

Top ticket drivers for 1/22/2019:
1. Uploading documents to accounts
2. 502 Gateway
Posted 4 months ago. Jan 22, 2019 - 17:52 CST
Update
IT Support Update for 1/21/2019:
New tickets – 142
Solved tickets – 123
New tickets are the tickets that have been submitted to the Lift IT support team for the date listed. Solved tickets includes all tickets resolved by the Lift IT support team during the date listed, this could include tickets carried over from the prior time period.

Top ticket drivers for 1/21/2019:
1. Wholesale supplies tab error
2. Member account fixes
Posted 4 months ago. Jan 21, 2019 - 22:00 CST
Update
IT Support Update for 1/18/2019:
New tickets – 101
Solved tickets – 130
New tickets are the tickets that have been submitted to the Lift IT support team for the date listed. Solved tickets includes all tickets resolved by the Lift IT support team during the date listed, this could include tickets carried over from the prior time period.

Top ticket drivers for 1/18/2019:
1. Member account fixes
2. Upload documents/pictures to accounts
Posted 4 months ago. Jan 18, 2019 - 16:09 CST
Update
IT Support Update for 1/17/2019:
• New Tickets – 117
• Solved Tickets – 121
New tickets are the tickets that have been submitted to the Lift IT support team for the date listed. Solved tickets includes all tickets resolved by the Lift IT support team during the date listed, this could include tickets carried over from the prior time period.

Top ticket driver for 1/17/2019:
1. Website updates
2. Club tier Member account issues/bugs
Posted 4 months ago. Jan 17, 2019 - 16:58 CST
Update
IT Support Update for 1/16/2019:
• New Tickets – 124
• Solved Tickets – 163
New tickets are the tickets that have been submitted to the Lift IT support team for the date listed. Solved tickets includes all tickets resolved by the Lift IT support team during the date listed, this could include tickets carried over from the prior time period.

Top ticket driver for 1/16/2019:
1. Bug Fixes
Posted 4 months ago. Jan 16, 2019 - 20:25 CST
Update
Update - IT Support Update for 1/15/2019:
• New Tickets – 78
• Solved Tickets – 148
New tickets are the tickets that have been submitted to the Lift IT support team for the date listed. Solved tickets includes all tickets resolved by the Lift IT support team during the date listed, this could include tickets carried over from the prior time period.

Top ticket driver for 1/15/2019:
1. Member account fixes
2. Bug Fixes
Posted 4 months ago. Jan 15, 2019 - 19:42 CST
Update
IT Support Update for 1/14/2019:
• New Tickets – 139
• Solved Tickets – 147
New tickets are the tickets that have been submitted to the Lift IT support team for the date listed. Solved tickets includes all tickets resolved by the Lift IT support team during the date listed, this could include tickets carried over from the prior time period.

Top ticket driver for 1/14/2019:
1. Door Access
Posted 4 months ago. Jan 14, 2019 - 17:03 CST
Update
IT Support Update for 1/7/19 – 1/11/19:
New Tickets – 870
Solved Tickets – 1,018
New tickets are the tickets that have been submitted to the Lift IT support team for the dates listed. Solved tickets includes all tickets resolved by the Lift IT support team during the dates listed, this could include tickets carried over from the prior time period.

Top Support Issues:
Redeployment of the iPad application
Member Status/club access issues

Thank you,
Lift Brands
Posted 4 months ago. Jan 12, 2019 - 09:49 CST
Update
Member Engager
- You can now create and update custom emails in Member Engager.
- Any emails that were scheduled or attempted to be sent between 11/22/2018 and 1/9/2019 were not sent to members. Any emails that were previously attempted to be sent will be marked as “Not Sent - Failed” in Member Engager.

- If the emails still need to be sent, the “Not Sent-Failed” emails can be rescheduled. Simply go into the past template version and use the email wizard to configure the batch name, choose recipient list, and choose a scheduled date/time.

Thank you,
Lift Brands
Posted 4 months ago. Jan 10, 2019 - 16:16 CST
Update
Member Engager
- Member Engager automated emails that were active before 11/22/2018 have resumed sending effective 1/9/2019; e.g. Happy Birthday, Happy Anniversary, etc. Updates on custom emails coming soon!

Member Status Update Resolved
- The issue with member status updates not being changed correctly has been resolved. If you are still having issues with a member's status, please enter a ticket with the name and barcode.

Decline Recovery
- Decline recovery is up and running.
- Members who have payments declined this month will receive emails tomorrow, 1/10/2019, to update their payment method.

Reports
Additional reports are now available in Fitware
- Pre-Billing Detail Report – member
- Revenue Summary report by category
- Revenue Summary report by payment method type
- Payment Method Status
- Prebilling not billed
- Expiring Credit Cards
- Member Draft Billing
- Member Draft Billing Detail
- Member Group Visits
- Insurance Report
- Membership Sales Detail
- PT Sales
- POS Transitions
- Accounts Receivable
- Door Access History
- Decline Recovery Notification (Club)
- Club Enhancement Fee Membership List

New Zealand Health Questionnaire
New Zealand users are now able to see their Health Questionnaire answers reflected in their electronic agreements as they enroll online using Snapfitness.com.

Thank you,
Lift Brands
Posted 5 months ago. Jan 10, 2019 - 07:23 CST
Update
Thank you to all of you who were able to join us for our first ever global Town Hall on December 21st, 2018. The purpose of a Town Hall is to provide you with transparency on all that is going on within our business and to facilitate an open and honest discussion between Lift Brands leadership and our teams in the field globally!

If you missed the December Town Hall, be sure to check out the recording using the link above.

The next Town Hall will be held in February. Date and details will be announced soon, stay tuned!

Town Hall Follow Up Items:

IT Questions
We had great audience participation – thank you for all your questions. Because many of them were related to IT and were quite specific, we answered the major themes during Town Hall and have followed up to more specific answers on our FAQ page. Answers to all of the specific IT related questions asked during December’s Town Hall can be found here.

Technology Advisory Committee (TAC)
We are moving forward with our promise to develop a Technology Advisory Committee (TAC). We are in the process of defining committee roles and creating a committee charter to provide ongoing strategic direction for the TAC. We are preparing for the first TAC meeting in Q2 and will share additional details as they are available.

IT Reports & Updates
The IT team successfully deployed the following Fitware Reports on 1/4/2019:
Pre-billing detail report
Revenue Summary by Category
Revenue Summary by Payment
Prebilling Not Billed
Credit Card Expiring

Member Vending Charges
The vending charge process is back up and running weekly on Mondays. All vending charges dating back to 11/22/2018 have been posted to members accounts and will be billed in the next billing cycle.

Tablet Issue Resolved
The IT team successfully deployed an updated version of the tablet Fitware app on 1/4/2019. If you continue to experience issues, please follow these steps below:
1. Go to the settings app on the iPad
2. Click General
3. Along the right side click “Reset”
4. Next erase all content and settings by clicking “Erase”
5. Click Erase again
6. If the issue continues, please submit a support ticket.

The IT team will be doing a deployment by the week of 1/7/2019 to get additional features back up and running after the IT outage. We will send out another communication once the deployment is complete with additional details.
Included in the upcoming deployment:
Member Engager
- After the deployment, Member Engager will be back up and running with all of the functionality that was working prior to the IT outage.

Decline Recovery
- After the deployment, emails notifying customers that their January 2019 payment was declined will start sending.

Additional reports added to Fitware
- Reports are currently being worked on. A full list will be shared once the deployment is complete.

Website
New Zealand Health Questionnaire
- When a customer applies for a membership online in New Zealand, they will be able to see their Health Questionnaire answers reflected in their membership agreements during the enrollment process.

Yours In Health,

Tom Welter
Franchisee First
Posted 5 months ago. Jan 04, 2019 - 08:01 CST
Update
Member Engager: In order to ensure the stability of core processes during the busiest time of year, we have instituted a code freeze over the holiday. At this time, Member Engager is not in production and is not sending emails. We anticipate that Member Engager will be back in production by mid-January. In the meantime, you can still create and schedule emails so that they are ready to send when Member Engager goes live. We will communicate all updates related to this important process as soon as they are available.

Gympass: As we strategically restore our systems, the Gympass integration with Fitware will be thoroughly tested and available to fulfill Gympass member sign ups and visits soon.
Posted 5 months ago. Dec 21, 2018 - 16:41 CST
Update
Now that Online Enrollment has been restored and monitoring is complete, franchisees may resume any advertising that was suspended during the outage.

For franchisees and club use, most functionality has been restored. Our team will continue to work through any bug fixes and are continuing to work toward complete restoration of all functionality. Over the next week, we do not anticipate the need for daily updates and will be communicating as needed.

If you experience any issues with Fitware functionality please contact us immediately at support@liftbrands.com or call 1-877-474-7080. Reporting through this channel helps us watch for trends and ensure that we are able to answer the most frequently asked questions for everyone. Please note that there has been a higher than usual volume of requests coming in and the Support team may need additional time to provide answers.

Thank you,
Lift Brands
Posted 5 months ago. Dec 18, 2018 - 08:43 CST
Update
The IT team had another very productive week restoring Online Enrollment, Door Access, and additional Fitware Reports. Now that most functionality has been restored, the focus today is on working on more back-end functionality and bug fixes. If you experience any issues with Fitware functionality please contact us immediately at support@liftbrands.com or call 1-877-474-7080. Reporting through this channel helps us watch for trends and ensure that we are able to answer the most frequently asked questions for everyone. Please note that there has been a higher than usual volume of requests coming in and the Support team may need additional time to provide answers.

Our next communication and update will be sent on Monday.

Updates are being sent to all franchisees in English. Wherever necessary, please assist us in communicating by translating this message for non-English speaking franchisees. Your continued assistance is greatly appreciated.

Thank you,
Lift Brands
Posted 5 months ago. Dec 14, 2018 - 17:16 CST
Update
Please take a moment to view today's video address from Tom Welter, COO of Lift Brands.

https://www.youtube.com/watch?v=1KYYZq53E1w&feature=youtu.be

We are also pleased to announce that the following Fitware reports are now available:
Personal Training > Consumed PT Session
Membership Reports > Member Attendance Summary
Employee reports > Employee Time Clock
Financial reports > Payment Method Lookup
Sales Reports > Employee Commission
Membership Expiration/Termination Report
Financial Reports > Tax Reports

The FAQ page was most recently updated yesterday, so please review for answers to most commonly asked questions. If you have any questions specific to your club or if you experience any issues with any restored Fitware functionality, please contact our Support Team at support@liftbrands.com or call 1-877-474-7080.

Thank you,
Lift Brands
Posted 5 months ago. Dec 13, 2018 - 20:03 CST
Update
We are making great progress! The team is currently focusing on the following important processes:
- Member Engager
- Decline Recovery
- Additional Fitware Reports
- Insurance Reporting (US only)

We will send an update on all of these important processes as soon as more information is available.

The FAQ page has been updated, so please review for answers to most commonly asked questions. If you have any questions specific to your club or if you experience any issues with any restored Fitware functionality, please contact our Support Team at support@liftbrands.com or call 1-877-474-7080.

Thank you,
Lift Brands
Posted 5 months ago. Dec 12, 2018 - 18:15 CST
Update
Our IT team continues to work hard to restore full Fitware functionality, and as of today, have the below updates:

- Member status is caught up through today
- Refund receipt display issue resolved
- Receipt will now display correctly when issuing a refund
- Refund receipt is also available in POS
- Corporate Billing Statements (Available in the Fitware OE Tier)
*The corporate billing statement does not yet reflect any credit for December. You will receive additional communication prior to corporate billing being completed.
- Corporate Invoices (Available in the Fitware OE Tier)
- Signatures that were missing on electronic agreements sent from Fitware to the tablet for signature are now visible

Door access is back online. If your door is not showing scans, please do a power cycle by unplugging the power supply to the door, and waiting 30 seconds before re-connecting to the power supply. This will reboot the door controller. In the United States, if you need individual member visit reporting, use the Portal, at portal.snapfitness.com where you can pull individual door access visits for customers who need insurance reimbursement.

Please note that the FAQ page has been updated, so please review for answers to most commonly asked questions. If you experience any issues with any restored Fitware functionality, please contact us at support@liftbrands.com or call 1-877-474-7080.

Thank you,
Lift Brands
Posted 5 months ago. Dec 11, 2018 - 17:41 CST
Monitoring
Hello Lift Brands!

The IT team made great progress today on Online Enrollment. It is currently in live testing and we will keep you updated on all new developments. In addition, we will continue to monitor systems for stability so please do not turn on any advertising until you receive an update email that advertising is ready to go.

Meanwhile, we are still working on complete Fitware restoration. If you experience any issues with any restored Fitware functionality, please contact us at support@liftbrands.com or call 1-877-474-7080.

Thank you,
Lift Brands
Posted 6 months ago. Dec 10, 2018 - 19:19 CST
Update
Hello Lift Brands!

The IT team made tremendous strides this week and there is more work ahead. They have been working on back-end functionality and bug fixes and continue to work to restore all functionality to the systems. We will be watching systems for stability while we work on the next phases of full Fitware restoration. If you experience any issues with the above functionality, please contact us immediately at support@liftbrands.com or call 1-877-474-7080. The next big push is to restore online enrollment!

Thank you
As we close another long week, the entire Lift Brands team would like to thank our franchisee community for giving us the opportunity to work through the most difficult technical challenge Lift Brands has ever faced. We have an incredibly dedicated team that worked day and night to ensure that Fitware core functionality was restored and they are committed to staying focused on ensuring all functionality is restored as quickly as possible. During this time, our franchise system has truly demonstrated that we are stronger together.

Our next communication and update will be sent on Monday.

Thank you,
Lift Brands
Posted 6 months ago. Dec 07, 2018 - 18:43 CST
Update
We are very excited to announce that Fitness on Demand is now fully restored and functional for all clubs! We are continuing to work on getting systems back up and running and restoring additional Fitware functionality and reporting.

After the restoration of Fitware core functionality last night, we have had very positive feedback. We are still seeing some errors with adding payment methods and are working to resolve those now so there is no need to report that issue. There have also been some isolated issues so if you are experiencing any other problems, please direct those Fitware functionality and technical issues to support@liftbrands.com or call 1-877-474-7080 for the most accurate and timely response.

Thank you,
Lift Brands
Posted 6 months ago. Dec 06, 2018 - 18:34 CST
Update
Core Fitware functionality is now live!

This includes:
Door Access
- The quick view, door access log on the left hand side will not show visits at this time. Door access is being logged and stored and will be visible in Fitware soon.
Tablets
Member Signup
Electronic Agreements for new members
Basic Reporting:
- Sales Report
- Revenue Detail Report
- Member List
- Reciprocity Report
- Declines by Date Range

Please keep in mind that the system will be under significant load due to thousands of users and systems hitting the system at one time. Performance may be impacted.

We will be watching systems for stability while we work on the next phases of full Fitware restoration. If you experience any issues with the above functionality, please contact us immediately at support@liftbrands.com or call 1-877-474-7080.

*Please note that if any media should contact you or your club for ANY reason, please do not answer their questions or provide a statement. This is to protect our franchise system and our customers. Our recommended response is: Thanks for reaching out. All media inquiries are handled by Lift Brands Corporate. You can reach the corporate media contact, Caitlin Tvrdik at 952-567-5902.

Thank you,
Lift Brands
Posted 6 months ago. Dec 05, 2018 - 21:46 CST
Update
Please take a moment to view today's video address from Peter Taunton, President and CEO of Lift Brands, accompanied by Rob Mendel, CTO.

https://www.youtube.com/watch?v=iaJ6tX0FMP0&feature=youtu.be

Thank you,
Lift Brands
Posted 6 months ago. Dec 04, 2018 - 19:02 CST
Update
We continue to work very hard to get systems back online, and understand that this outage has been a significant challenge. We deeply appreciate all of you who are remaining positive, resilient, and resourceful through this event. While work is underway, all departments at Lift Brands are dedicated to helping you navigate through this outage. As such, Corporate Billing will be deferred until Fitware is up and operable. Specifically, Corporate Billing will be deferred until Tablets, Member Sign up, Door Access, Online Enrollment, and Basic Reporting are back online. Once these core functions are successfully restored, we will confirm the date that corporate billing will be processed.

An Inside Look:
Today and throughout the night our technology team is moving systems from the cloud testing environment to a production testing environment as the next big step in getting our systems back online. We believe that core Fitware functionality will be restored sometime on Wednesday Central Time including:

Door Access
Tablets
Member Signup
Electronic Agreements
Basic Reporting

Please note that there is a plan to carefully and methodically bring everything back up in order to avoid overloading systems.

Thank you,
Lift Brands
Posted 6 months ago. Dec 03, 2018 - 21:02 CST
Update
Thank you for your continued patience. Below is today's update from our technical team.

Fitware:
The technology team has successfully tested Fitware core functionality for all countries in the test environment. Core functionality includes door access, member sign-up, online enrollment and ongoing billing. We are now in the process of setting up the production environment and testing all Fitware core functionality for all countries in the production environment. We remain on track to have Fitware ready for club use by our mid-week timeline.

Billing:
Billing is completely caught up. The first of the month billing will be drafted on Monday, December 3rd (due to December 1st falling on the weekend). Funds will be deposited in accounts on your normal schedule. Billing will remain on schedule from this point forward. Members will be billed on their normal dates (i.e., on the 3rd for anniversary date on the 3rd, the 4th for an anniversary date on the 4th, and so on).

Door Access System:
The team is working on re-enabling the door access system and ensuring that it is updated to reflect members’ current status when Fitware core functionality comes back online. To ensure a positive member experience, we will have a grace period to give Clubs time to enter all membership and payment changes into the system. We will provide the exact grace period dates as soon as we have core functionality restored. During the grace period, no members will be locked out. At the end of the grace period, declined members will be locked out as usual.

Thank you,
Lift Brands
Posted 6 months ago. Dec 02, 2018 - 19:00 CST
Update
Our IT team and outside consultants are working tirelessly over the weekend on the restoration of core Fitware functionality. Lift Brands will continue to provide updates throughout the weekend as we work towards restoring our systems. As a reminder, we are prioritizing the restoration of the following functions:
- Door Access
- Member Sign Up
- Online Enrollment
- Ongoing Billing

In Inside Look:
Fitware has been successfully deployed in a test environment in the cloud and there are dedicated testing teams conducting systematic application testing and verification in every single country. The testing step of the process is crucial to ensuring that Fitware is ready to be redeployed for club use. Once testing has been completed in the test environment, the team will move Fitware into a production environment and replicate the testing there. Although this approach takes time, the manner in which our technical teams are conducting the redeployment process is the safest and most secure way of going about this significant task.

Technical Questions:
If you have specific technical questions, please feel free to post them to the BPS Facebook page (https://www.facebook.com/groups/161733847777931/) or email your local support team. We are collecting inquiries, triaging them, and updating the status update page as frequently as possible here: https://update.liftbrands.com/

Reminders:
For all questions or concerns regarding Jonas Processing Fee’s please contact our account manager, Paul Bunting at 832-864-1127. To contact EFT/POS Support please call 800-227-1795.

Visit https://update.liftbrands.com/ for operational support resources, Network Outage FAQ’s (updated as frequently as possible), and a log of all communications posted to-date.

Thank you,
Lift Brands
Posted 6 months ago. Dec 01, 2018 - 14:52 CST
Update
Please view the following address from Rob Mendel, Lift Brands CTO, regarding Fitware functionality restoration: https://www.youtube.com/watch?v=kSSXCuIz1Ik&feature=youtu.be

Restoring core Fitware functionality remains our technology team’s highest priority. Our entire IT team and a team of outside consultants are working through the weekend, and around the clock to restore core Fitware functionality as quickly as possible.

As stated in today’s address with Rob, our priorities are to restore the following core functions first:
Member signup
Online enrollment
Door Access
Ongoing Billing

Additionally, please be assured that we are listening to you throughout the weekend. If we cannot provide a factual response immediately, we are methodically recording your comments and triaging them as efficiently as possible. Updates will be posted to the FAQs on our status update landing page as we’re able: https://update.liftbrands.com/

Reminders:
For all questions or concerns regarding Jonas Processing Fee’s please contact our account manager, Paul Bunting at 832-864-1127. To contact EFT/POS Support please call 800-227-1795.

Visit https://update.liftbrands.com/ for operational support resources, Network Outage FAQ’s (updated as frequently as possible), and a log of all communications posted to-date.


Thank you,
Lift Brands
Posted 6 months ago. Nov 30, 2018 - 18:56 CST
Update
Please take a moment to watch today’s address by Tom Welter, Lift Brands COO.
https://www.youtube.com/watch?v=2vQTuqda9iI&feature=youtu.be

Billing Update:
Below you will find a detailed, country-by-country report on billing and insurance. We are pleased to announce that we have restored member billing functionality. After billing is posted, funds will deposit into your accounts on the normal schedule. Please note that all dates are listed in each country’s respective local time.

Country
Australia
Billed From: 11/25/2018
Billed Through: 12/01/2018

Belgium
Billed From: 11/27/2018
Billed Through: 12/12/2018

Canada
Billed From: 11/24/2018
Billed Through: 12/01/2018

Hong Kong
Billed From: 12/01/2018
Billed Through: 12/01/2018

Indonesia
Billed From: 11/25/2018
Billed Through: 12/01/2018

Ireland
Billed From: 11/27/2018
Billed Through: 12/11/2018

Mexico
Billed From: 12/01/2018
Billed Through: 12/01/2018

Netherlands
Billed From: 11/27/2018
Billed Through: 12/12/2018

New Zealand
Billed From: 11/24/2018
Billed Through: 12/01/2018

Spain
Billed From: 11/27/2018
Billed Through: 12/12/2018

United Arab Emirates
Billed From: 11/25/2018
Billed Through: 12/03/2018

United Kingdom
Billed From: 11/24/2018
Billed Through: 12/03/2018

United States
Billed From: 11/24/2018
Billed Through: 12/03/2018

*In the United States and Canada, we imported insurance prior to processing the billing files.

Our next priority is to get core Fitware functionality back online. We will share a more detailed update tomorrow regarding Fitware restoration.

Thank you,
Your Lift Brands Team
Posted 6 months ago. Nov 29, 2018 - 19:38 CST
Update
It remains Lift Brands’ number one priority to restore Fitware and have full functionality available to you as soon as possible. As Peter and Rob mentioned in yesterday’s address, we are working to resolve the outage methodically, carefully, and responsibly. We are committed to delivering you factual updates when new facts become available. Full restoration of billing has been our first priority and we have great news!

In the US and Canada we are posting member insurance credits now so that we can post the Dec 1 member billing on schedule. Once insurance credits are posted, the first of the month billing will be right on schedule to be drafted on Monday, December 3 (due to the 1st of the month occurring on the weekend). We are on track and will remain on the normal billing schedule moving forward.

International countries are caught up and current through November 30. All billing files have been sent to the processor and accounts will be funded on the country’s normal schedule. We are on track and will remain on the normal billing schedule moving forward.

Operational Support: While our technology teams work around the clock to bring our systems back up, your BPS team is committed to supporting you and your clubs and have compiled suggestions and FAQs related to how you can make the most of any downtime you may experience. You can find these resources here: https://www.dropbox.com/s/s1prn5bks3wz2dr/System%20Status%20FAQs.pdf?dl=0

Thank you for your support,
The Entire Lift Brands Team
Posted 6 months ago. Nov 28, 2018 - 19:29 CST
Update
Greetings Lift Brands,

Please take a moment to watch the attached video address from our President and CEO, Peter Taunton and our CTO, Rob Mendel: https://youtu.be/nE3EZAIfKfE

Updated Resource Landing Page: Due to technical constraints, we have set up a new landing page to house all operational resources and network outage updates. Please visit https://update.liftbrands.com/

Please note that notifications will continue sending to those who signed up to receive them on the previous landing page.

On this page you will find links to manual member agreements (the most recent version that includes Club Enhancement Fee language) by country and by state. We have also started an FAQ section on this page and will be adding to it as needed. You and your staff can use this as a resource as we navigate through the network outage.

Thank you,
Lift Brands IT Team
Posted 6 months ago. Nov 27, 2018 - 22:14 CST
Update
We are doing what we can to resolve the network outage as quickly but deliberately as possible. As we continue to work through the network outage our #1 priority is to get your business back to running smoothly in a thorough and responsible manner.

Timeline:
We anticipate that the outage will likely continue for a few more days.

Billing Information:
Member billing details are below, any country not specifically called out below should be considered current and on schedule.

New Zealand, Australia, Canada
Last Draft Payment Date 11/23/2018
Next Payment Date 11/28/2018
Includes the 24th, 25th, 26th, 27th, 28th

United Kingdom, United States, Netherlands, Spain
Last Draft Payment Date 11/25/2018
Next Payment Date 11/28/2018
Includes the 26th, 27th, 28th

Reminders:
The network outage affects the following systems across all brands:
- Internal IT Services
- Fitware
- Online Enrollment
- Member Profile
- Fitness On Demand

Don’t forget to pause any paid campaigns or sponsored social media posts during the network outage.

Thank you,
Lift Brands IT Team
Posted 6 months ago. Nov 26, 2018 - 20:28 CST
Identified
Update: Thank you for your patience as our IT Network Outage continues. At this moment we do not have a specific timeline for resolution but anticipate that network outage likely will continue for a few more days as we work to resolve this in a manner that is deliberate, thorough, and responsible. We recommend that you and your franchisees follow business continuity best practices, which dictate that we modify operational functions until the network accessibility is fully restored so that business can function at the highest level possible.

We are primarily focusing our efforts on systems that get all clubs operational before addressing internal corporate systems. We are prioritizing system resolution in the following order:

Member Billing
Member Functionality
Member Management
Internal Systems & Corporate Applications

Operational Recommendations:
We are currently building a centralized landing page to host operational resources and network outage updates. This landing page will serve as a single, easy-to-access location for you and your clubs to find operational resources and receive network outage updates in addition to email communications. You and your franchisees can check this landing page at any given time for updates, documents, and other resources: https://status.liftbrands.com.

Resources that will be available on this landing page include manual membership agreement forms, membership change form, and off-line operational best practices.

You can expect to receive anther update regarding our IT Network Outage on Monday (Central Standard Time).

Thank you for your continued patience and support,
Lift Brands IT
Posted 6 months ago. Nov 25, 2018 - 14:48 CST
Update
Update: Our IT team continues to work around the clock on getting all systems back online. Additionally, we’ve brought in 3rd party IT specialists to augment our team and bolster our efforts towards resolution and this team is also working around the clock. Rest assured, we are working exhaustively to resolve this network outage as quickly as possible. After many hours of work thus far today, we’d like to share the following details with you:

Prioritization: Fitware billing has been completed through Monday (Central Standard Time), and we are working to ensure that subsequent Fitware billing transpires on time as our first priority so that there is no undue interruption to your businesses.

Reminders:
Internal systems are still affected by this outage including:
-Internal IT Services
-Fitware
-Online Enrollment
-Member Profile

The following brands are affected by this network outage:
Snap Fitness
9Round
YogaFit Studios
Steele Fitness
Insurgence

Thank you,

Lift Brands IT Team
Posted 6 months ago. Nov 24, 2018 - 20:08 CST
Investigating
We are currently experiencing network connectivity issues. We are working on a fix and will update here once all is resolved. Thank you for your patience.
Posted 6 months ago. Nov 22, 2018 - 23:15 CST