Exercise

Exercise.com offers a well-structured onboarding and implementation process to help fitness businesses transition smoothly to their all-in-one management platform. Here’s an overview of how the process typically works:

Step-by-Step Implementation Process

1. Initial Sign-Up and Kick-Off

• After signing up, you’re assigned a Technical Success Manager and a Customer Success Manager.
• The Technical Manager oversees the setup of your custom-branded web portal and mobile apps.
• The Customer Success Manager guides you through platform features and helps onboard your team.

2. Technical Setup

• You’ll provide branding assets such as logos and color schemes.
• The Technical Team assists with setting up your Apple Developer Account and securing a custom URL.

3. Configuration and Customization

• The platform is tailored to your business needs, including client management, scheduling, payment processing, workout programming, and marketing tools.

4. Scheduled Onboarding Calls

• Several calls are scheduled with the Implementation Team to walk you through technical steps, answer questions, and ensure proper setup.

5. App and Portal Launch

• Once all assets and configurations are complete, your custom-branded apps and web portal are launched.

6. Training and Optimization

• Your Customer Success Manager provides training for you and your staff, ensuring everyone is comfortable with the platform’s features.

7. Final Launch Call

• A final check-in ensures everything is running smoothly and your business is ready to operate fully on Exercise.com.

Typical Timeline

• Total Implementation Time: The process usually takes between 4 to 8 weeks from sign-up to full launch.
  • The timeline depends on how quickly you provide required information and any unique business needs.
  • The support team works to keep the process as efficient as possible.

Exercise.com is built to be highly adaptable, allowing fitness businesses to tailor the platform to their specific needs. Here are the main areas where customization is possible:

Key Customization Features

• Custom-Branded Apps and Web Portals:
  You can fully brand your mobile apps and web portal with your own logo, colors, and business identity, ensuring a seamless experience for your clients.
• Workout and Program Customization:
  Trainers have the ability to create unique workout programs, routines, and exercises. These can be assigned to individuals or groups and delivered automatically based on client profiles or goals.
• Booking and Scheduling:
  The booking system is flexible, letting you adjust calendar views, booking filters, and scheduling rules. You can require waivers or assessments before bookings and manage open gym check-ins.
• Checkout and Payment Processes:
  The platform supports custom checkout flows, initial fees, payment plans, and automated billing. You can tailor these processes to fit your business model.
• Client Onboarding and Assessments:
  You can require clients to complete personalized assessments, waivers, or contracts before accessing certain features or content.
• API Access:
  For advanced needs, Exercise.com offers API access, letting you integrate with other software or create custom workflows.
• Custom Reports and Analytics:
  The system provides options for custom dashboards and reports, allowing you to track the metrics that matter most to your business.
• Flexible Business Models:
  Whether you run a single-location studio, a multi-location gym, an online-only business, or a hybrid, the platform can be configured to support your structure.
• Marketing and Engagement:
  Marketing automations, branded emails, SMS, and push notifications can all be customized to match your communication style and business goals.

• Maintenance and Support:
  Ongoing maintenance, updates, and customer support are generally included in your monthly fee. Higher-tier plans offer priority support and managed app services.
• Custom Development:
  If you require advanced customizations—such as unique app features, special analytics, or integrations—there may be additional development fees, especially at the Enterprise level.
• Video Hosting:
  Hosting videos through Exercise.com may incur extra costs, unless you use third-party services like YouTube.
• Add-ons:
  Some premium features, such as advanced marketing automation or analytics, may be available as optional add-ons for an extra fee.

Exercise.com provides a thorough onboarding and support system to help new users get started and succeed:

• Dedicated Onboarding Team: Every new client is assigned both a Technical Success Manager and a Customer Success Manager. The technical manager oversees the setup of your custom-branded portal and apps, while the customer manager focuses on training your team and optimizing your use of the platform.
• Step-by-Step Training: Users receive guided instruction on all platform features, including workout programming, billing, scheduling, marketing, and integrations.
• Ongoing Support: After launch, ongoing support is available for troubleshooting, questions, and further optimization. Managers remain accessible for continued assistance.
• Resource Library: Clients have access to a comprehensive library of guides, tutorials, and a help center for self-directed learning.
• Onboarding Timeline: The full onboarding process usually takes between 4 and 8 weeks, depending on business needs and responsiveness.

Exercise.com takes data protection seriously and has implemented multiple layers of security:

• HIPAA Compliance: The platform is designed to comply with HIPAA standards, protecting sensitive health information and ensuring legal compliance for fitness and health businesses.
• PCI Level 1 Compliance: Payment processing is secured to the highest industry standard, protecting payment and financial data.
• Encryption: All data is encrypted both during transfer and while stored, using strong protocols such as TLS and AES 256-bit encryption.
• Regular Penetration Testing: Independent cybersecurity experts conduct annual penetration tests and security assessments to identify and address vulnerabilities.
• Continuous Backups: Data is continuously backed up and stored on separate infrastructure to ensure disaster recovery and high availability.
• Access Controls and Audits: Strict access controls are in place, and regular audits are conducted to prevent unauthorized access and maintain compliance.
• GDPR Compliance: The platform is designed to meet General Data Protection Regulation requirements, ensuring transparency, data minimization, and user rights.

• Bi-Weekly Feature Updates: Exercise.com releases new features and improvements every two weeks, keeping the platform current and responsive to user needs.
• Communication: Users are notified of updates through regular newsletters and communications, outlining new features and enhancements. For custom feature requests, Customer Success Managers provide progress updates.
• Agile Development: The development team uses an agile approach, allowing for rapid roll-out of updates and quick adaptation to user feedback.
• Release Management: Updates are carefully managed to ensure compatibility with all devices and operating systems, and include ongoing security and performance enhancements.

Data Ownership:
Exercise.com’s policies make it clear that users retain ownership of their personal data and any content entered into the platform. The company acts as a data processor, particularly for clients in regions with strict privacy laws, such as the European Union, and follows all relevant data protection regulations. User-generated content—including workout logs, health data, and account information—remains the property of the user or business. If a user or business requests deletion, Exercise.com will remove or anonymize personal data unless there is a legal requirement to retain it. For content submitted directly to Exercise.com outside of the normal platform usage (such as through email), the company may claim non-exclusive rights and is not obligated to return that content.

Data Portability:
Exercise.com supports data portability by allowing users to request access to their personal data. If a client or business decides to leave the platform, Exercise.com will assist with data export, ensuring that information can be transferred in accordance with legal and contractual obligations.

Scaling Up:
Exercise.com is built to serve organizations of all sizes, from small studios to large, multi-location gyms. Businesses can add more users, locations, or features as they grow. Scaling up typically involves moving to a higher subscription tier or adding new modules and services. The pricing and terms for expanding services are covered in the original service agreement and can be tailored to fit the organization’s needs.

Scaling Down:
Organizations can also reduce their usage by removing users, locations, or downgrading their plan. The terms for scaling down—such as notice periods or minimum contract durations—are specified in the service agreement. This flexibility allows businesses to adjust their subscription as their needs change.

Contract Flexibility:
Exercise.com’s platform includes digital contract management, making it easy for organizations to update membership agreements, adjust terms, and manage changes in scale. This ensures that businesses can efficiently align their software usage and costs with their operational requirements, whether they are growing or downsizing.

Contract Renewal:

• Exercise.com typically operates on subscription-based contracts, which may be set for monthly or annual terms depending on the agreement with the client.
• Contracts often renew automatically at the end of each term unless the client provides notice of cancellation within the required timeframe, which is usually specified in the service agreement.
• Prior to renewal, clients may receive notifications about upcoming renewals and any changes to terms or pricing.
• Clients have the opportunity to review and adjust their subscription tier or services during the renewal period, allowing for scaling up or down as business needs change.

Contract Cancellation:

• Clients can cancel their contract by providing written notice, as outlined in the service agreement. The required notice period varies but is typically 30 days before the end of the current term.
• Early termination may be subject to fees or the obligation to pay the remainder of the contract, depending on the specific terms agreed upon at the outset.
• Upon cancellation, clients can request data export or deletion in line with Exercise.com’s data portability and privacy policies.
• The service agreement details the process for both voluntary cancellation and termination for cause (such as breach of contract or non-payment).

Additional Data Points:

• The platform supports flexible contract management, allowing for digital agreements and the ability to update terms as needed.
• Clients are encouraged to review the latest Terms of Service and Data Processing Agreements for full details on renewal, cancellation, and data handling.

Exercise.com meets a range of major industry compliance standards to ensure the security and privacy of client and user data:

• HIPAA Compliance: The platform is fully compliant with the Health Insurance Portability and Accountability Act (HIPAA), which is essential for handling Protected Health Information (PHI) in the fitness and wellness industry. Exercise.com will sign a Business Associate Agreement (BAA) upon request, and conducts annual HIPAA risk assessments.
• GDPR Compliance: Exercise.com is compliant with the General Data Protection Regulation (GDPR), ensuring the privacy rights of users in the European Union and European Economic Area. The platform offers data processing agreements and supports data access, deletion, and portability.
• PCI DSS Level 1 Compliance: Payment processing is certified at the highest level of the Payment Card Industry Data Security Standard (PCI DSS), protecting all financial transactions.
• SOC1, SOC2, ISO 27001, FIPS 140-2: The platform is hosted on Google Cloud Platform and Amazon Web Services, which are certified for these major security and data privacy standards.
• Data Encryption: All customer data is encrypted in transit and at rest using up-to-date TLS protocols and AES 256-bit encryption.
• Regular Security Audits: Exercise.com engages third-party cybersecurity experts to conduct annual penetration tests and security evaluations.
• Business Associate Agreement (BAA): Available for organizations needing to meet HIPAA requirements.