TeamUp
By TeamUp Sports, Inc
TeamUp typical implementation process:
Sign Up and Account Creation: Visit the TeamUp website and sign up for an account, often starting with a free trial.
Initial Setup Guidance: Access a step-by-step guide provided by TeamUp to walk you through the initial setup process.
Dashboard Access: Log in to your dashboard from any device (desktop, tablet, or mobile).
System Configuration: Set up your business details, including services, class types, schedules, and membership plans.
Payment Integration: Configure automated payment systems, including credit card and direct debit options.
Client Data Import: Import existing client information and membership data, if switching from another platform.
Staff and Roles Setup: Add staff accounts and assign appropriate roles and permissions.
Custom Forms and Waivers: Create and upload custom forms or waivers for clients to complete.
Testing and Review: Test booking, scheduling, and payment processes to ensure everything works as expected.
Client Onboarding: Invite clients to register, book classes, and set up their accounts.
Staff Training: Provide training for staff on using TeamUp’s features and dashboard.
Go Live: Launch the system for daily business operations.
TeamUp can be extensively customized to fit specific business needs across a wide range of use cases. The platform is designed with flexibility at its core, allowing fitness businesses to tailor features, branding, and workflows to match their unique requirements.
Customizable Scheduling and Events: You can create, schedule, and price one-off events, workshops, or special classes with different pricing models for members and non-members, as well as offer discounts or free access as needed.
Membership and Pricing Flexibility: TeamUp allows for custom membership structures, including the ability to freeze memberships, skip payments, and create ad hoc payment options.
Custom Forms and Waivers: The platform supports the creation and management of custom forms and waivers, ensuring you can collect the specific information you need from clients.
Automated Communications: Automated email and SMS notifications can be customized for reminders, follow-ups, and updates, helping you maintain engagement with clients.
Branding and Identity: You can customize your TeamUp calendar and client-facing interfaces with your own logo, color scheme, and business information to reflect your brand identity.
Custom Event Fields: Built-in event fields can be relabeled, rearranged, made required or optional, and even deactivated. You can also add custom fields to capture information unique to your business.
Access Control and Permissions: Robust access control lets you set specific permissions for staff and clients, ensuring the right people have access to the right information and functionality.
Calendar and Interface Customization: The appearance and functionality of calendars can be customized using parameters-such as hiding headers, sidebars, or specific controls create a streamlined or minimal interface, especially useful when embedding into a website.
Integration with Other Tools: TeamUp integrates with popular external tools (e.g., Xero, Mailchimp, QuickBooks, Zapier), allowing you to connect with your existing workflows and automate business processes.
Analytics and Reporting: Reporting tools can be customized to track key business metrics relevant to your operations, supporting data-driven decision-making.
Multi-Time Zone Support: The system can be configured to accommodate teams and clients across different time zones, simplifying scheduling for geographically dispersed businesses.
Color Coding and Categorization: Assign colors to different event categories for improved organization and clarity.
Comprehensive Onboarding Experience
New users begin with a completely free trial, allowing them to explore TeamUp’s dashboard, tools, and features without risk or obligation.
Upon signing up, users receive a step-by-step guide for setting up their dashboard and account. This guide walks users through essential setup tasks, such as configuring services, classes, memberships, and payment options.
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For personal trainers and fitness business owners, TeamUp provides a 12-step setup guide to help get their business live in as little as 10 minutes, covering everything from venue setup to adding staff and integrating payment providers.
Ongoing Customer Support
Live Chat: Users can access real-time assistance via the chat icon on any TeamUp page. The support team is available every day from 9:00 am to 1:00 am GMT/BST, offering quick and personalized help.
Screen Sharing and Audio Calls: For complex issues, support can escalate to video calls with screen sharing, ensuring effective troubleshooting and guidance.
AI Assistant: An integrated AI assistant in the chat widget answers frequently asked questions, provides troubleshooting steps, and guides users through key tools. If the AI cannot resolve the issue, users are seamlessly connected to a human support agent.
Email Support: Users can reach out via dedicated support and onboarding email addresses for additional help at any stage.
Scheduled Calls: Users can book calls with the support team during office hours, with the option for screen sharing via Microsoft Teams for more hands-on assistance.
Emergency Support: For urgent issues, TeamUp offers a prioritized emergency support option, ensuring rapid response and regular updates until resolution.
Additional Resources and Features
Migration Service: TeamUp assists with migrating existing client data, forms, and waivers for a smooth transition from other platforms.
Role-Based Access: When adding team members, users can assign roles and permissions, ensuring appropriate access and control for each member.
Feedback and Feature Requests: Users can submit feedback or feature requests directly through the messenger widget, helping shape future platform improvements.
Customer Testimonials:
Users consistently praise TeamUp’s responsive, personal support, noting fast replies, effective problem resolution, and a supportive onboarding process.
TeamUp implements a comprehensive set of technical, organizational, and legal measures to protect user and business data. These measures address data confidentiality, integrity, and availability at every stage of data processing.
Hosting and Physical Security:
TeamUp’s production services are hosted on Amazon Web Services (AWS), leveraging AWS’s robust physical and network security, including compliance with ISO/IEC 27001, 27017, 27018, and SOC 1/2/3 standards.
Data is redundantly stored in two geographically separate AWS regions (US West and EU West), ensuring resilience and disaster recovery.
Network and Infrastructure Security
Access to production environments is strictly limited to authorized and trained personnel, with authentication enforced via passphrase-protected RSA certificates, strong passwords, and TOTP-based two-factor authentication (2FA).
AWS Network ACLs and Security Groups restrict network access to only necessary ports (443 for HTTPS, 80 for HTTP redirection), and active monitoring/alerting is in place for configuration changes.
Encryption:
All data in transit is encrypted using industry-standard TLS with 128-bit AES encryption between clients (web, desktop, mobile apps) and TeamUp servers.
All data at rest, including database drives and file attachments, is encrypted using AES (full-disk encryption for servers, 256-bit AES for files stored in S3).
Encryption keys are managed through AWS Key Management Service, with regular audits by Amazon.
Application and Access Security
User passwords must meet strict complexity requirements and are protected by rate-limiting and 2FA options. Sensitive operations require recent authentication.
Login sessions automatically expire after 20 minutes of inactivity (unless "Remember Me" is enabled), and all sessions are terminated upon password or 2FA changes.
Access to user data is governed by the principle of least privilege, and all access by staff is logged, reviewed, and restricted to troubleshooting or support cases.
Operational Security
Annual independent penetration testing is conducted, and summary reports are available upon request.
Vulnerability detection includes centralized log analysis, peer review of system changes, and monitoring of published vulnerabilities (CVE).
TeamUp operates a bug bounty program to encourage responsible disclosure of security issues.
Data Backup and Redundancy
Calendar and business data are continually replicated to two independent remote servers, with periodic backups and point-in-time recovery supported.
TeamUp’s infrastructure is designed for redundancy at component, server, and data center levels.
Privacy and Compliance:
TeamUp complies with GDPR, CCPA, and other major privacy regulations, ensuring transparency, data minimization, and user rights over their data.
Data processing is limited to what is necessary for service provision, and data is deleted according to retention policies (typically within 90 days of service termination).
TeamUp does not share personal data with third parties except as required by law or with explicit user consent.
User Empowerment
Update Frequency
TeamUp releases updates and patches to its server and client software on a rolling basis, typically several times per week4.
The platform’s “What’s New” section is updated daily with news, tips, and feature announcements, indicating a very active development and release cycle.
Major design and feature updates are communicated in advance, and users can track ongoing progress through official channels.
Update Management Process:
Peer Review: All code and system configuration changes are peer-reviewed before deployment to the production environment, ensuring quality and security.
Automated Testing: Thousands of automated unit tests are run against production code after every change. Static code analysis is also performed to identify security issues and programming weaknesses.
Staging Environment: All changes are tested in a staging environment before being released to production, minimizing the risk of disruptions.
Rolling Deployment: Updates are deployed on a rolling basis, allowing for rapid patching and minimizing downtime. Critical patches can be deployed within 24 hours if needed.
Patch and Configuration Management: Servers are managed via a centralized configuration system, enabling fast deployment of patches and quick server rebuilds if necessary.
Security Monitoring: The team actively monitors CVE lists and notifications, ensuring that security vulnerabilities are patched according to their severity.
User Communication:
Data Ownership
TeamUp’s policy is clear that Personal Data remains the property of the disclosing party-that is, the customer or business using TeamUp’s services retains ownership of all data they provide.
TeamUp acts as a Data Processor on behalf of the customer, who is the Data Controller. This means TeamUp processes data strictly according to the customer’s instructions and applicable data protection laws such as GDPR and CCP.
Data Portability
TeamUp provides customers with tools to export their data in formats that facilitate transfer to other services. Supported export formats include iCalendar, CSV (for administrators), and JSON via the TeamUp REST API.
Upon termination of service, TeamUp will delete all personal and calendar data by its backup and retention policy, typically within 90 days.
Flexible, Usage-Based Pricing:
TeamUp’s pricing is directly based on the number of active customers your organization has each month. This means you only pay for the level of usage you need, and your subscription automatically adjusts as your business grows or contracts.
Pricing tiers start at $99/month for 0–100 active customers and scale up incrementally, reaching $309/month for 601+ active customers. You can move between tiers as your customer base changes, ensuring you never pay for more than you use.
No Feature Restrictions by Tier:
All subscription tiers include the full suite of TeamUp features: booking, payments, reporting, integrations, and more. There are no upsells or hidden fees when you scale up or down- your access to features remains the same regardless of your plan.
Seamless Upgrades and Downgrades:
You can upgrade or downgrade your plan at any time as your number of active customers changes. This is managed automatically by the system based on your usage, so there’s no need for manual intervention or contract renegotiation.
The platform is designed to support organizations of all sizes, from individual trainers to large franchises, and can be easily configured to match your evolving business structure.
Membership Management:
For individual customer memberships, TeamUp allows you to upgrade or downgrade memberships on behalf of customers. If a change is made mid-billing cycle, the system calculates any credits or adjustments automatically, ensuring fair and transparent billing.
Scalability and Support:
Automatic Renewal
TeamUp subscriptions are set to renew automatically at the end of each billing cycle, whether you are on a monthly or yearly plan. You do not need to manually renew; your payment method on file will be charged for the next period unless you cancel before the renewal date.
Cancellation Terms:
No Notice Period: You can cancel your TeamUp subscription at any time. There is no required notice period; cancellation is immediate upon your request:
How to Cancel: To cancel, log in as an administrator, access your calendar’s subscription settings via a web browser, and select the “Cancel Subscription” option. You will be prompted to confirm your choice:
Effective Date: When you cancel, your subscription remains active until the end of your current billing period (monthly or yearly). After that, your account is downgraded to the free plan or, for paid features, access is removed:
No Refunds: TeamUp does not provide refunds for unused portions of your subscription period. However, if you have an annual subscription and cancel partway through, you may receive a credit for unused time, which can be applied to future charges if you reactivate. Special refund requests can be made to TeamUp support for consideration:
Downgrades: If you downgrade your plan, the change takes effect at the end of your current billing cycle. Any features or sub-calendars beyond your new plan will be deactivated but not deleted, and can be restored if you upgrade again:
Account Access After Cancellation: Canceling your subscription does not delete your calendar or user account. You can continue to use the free plan indefinitely, and your data remains accessible within the limits of the free plan:
Contract Termination by TeamUp:
TeamUp reserves the right to terminate your service at any time, for any reason, including but not limited to repeated requests outside your service plan, abusive behavior, or illegal/unethical requests. In such cases, written notice may be required, typically at least 5 business days before the next service period:
Key Points to Consider:
Automatic renewal means you must cancel before your next billing date to avoid being charged for the following period.
No refunds for partial months or unused time, except for possible credits on annual plans.
Cancellation is self-service and handled through your admin account settings.
Data retention: Your data is not deleted upon cancellation, but access to paid features is removed after the billing period ends.
TeamUp’s software is designed to meet rigorous international compliance standards for data protection, privacy, and information security. The following are the key compliance frameworks and certifications TeamUp adheres to:
ISO/IEC 27001 Certification
TeamUp has implemented a formal Information Security Management System (ISMS) and is certified under the ISO/IEC 27001 standard, which is the leading international standard for managing information security.
GDPR (General Data Protection Regulation)
TeamUp is fully compliant with the GDPR, ensuring the protection of personal data for EU citizens. This includes transparency, data minimization, purpose limitation, storage limitation, confidentiality, and accountability in all data handling processes.
TeamUp also incorporates Standard Contractual Clauses (SCCs) into its Data Processing Agreement for lawful data transfers between the EU/EEA and other regions.
CCPA (California Consumer Privacy Act)
TeamUp processes personal data under the CCPA, providing rights and protections for California residents regarding their personal information.
UK GDPR and Swiss FADP
TeamUp complies with the United Kingdom’s version of GDPR (UK GDPR) and Switzerland’s Federal Act on Data Protection (FADP), ensuring robust privacy protections for users in those jurisdictions.
SOC Reports (via AWS Hosting)
TeamUp’s hosting provider, Amazon Web Services (AWS), is certified under ISO/IEC 27001, 27017, and 27018, and undergoes regular SOC 1, SOC 2, and SOC 3 audits. TeamUp reviews these SOC reports every six months under NDA to ensure ongoing compliance.
TeamUp itself does not currently publish its own SOC reports, but relies on AWS’s certifications and audits for infrastructure-level compliance.
Data Processing and Security
TeamUp’s Data Processing Agreement (DPA) details compliance with the above regulations and standards, including the right for customers to request compliance information and audit responses.
