Since announcing the upcoming Hello Club platform upgrade, we’ve received several questions from our customers. To help, we’ve compiled this FAQ guide to address the most common queries.
Q: What’s the difference between Frello and Hello Club?
A: Frello is our company name, and Hello Club is one of the product solutions we offer under Frello.
Q: What will work and what won’t during the scheduled upgrade?
A: Here’s a brief summary:
What will work: Pre-configured lights, access controls, and kiosks will continue to work.
What won’t work: The member portals will be inaccessible, meaning neither you nor your members will be able to log in or create new bookings from the portal during the upgrade.
We’ll soon send out recommendations for managing operations during downtime, including alternatives for handling bookings and members during this period.
Q: Will lights, access, and kiosks continue working during the platform upgrade?
A: Yes, we anticipate that clubs will be able to stay open and users can still access facilities during the platform upgrade. However, we’ll notify you well in advance if any changes occur.
Here are specific impacts during the upgrade on your lights, access, and kiosks:
Lights and access controls that have been pre-set will work during the upgrade.
Kiosk screens will be functional for starting sessions/bookings. However, members won't be able to create new bookings at the kiosk.
Admins can still override lights and access control via kiosks and manual overrides. But the in-app overrides will not be accessible.
Activity and access logs will not be recorded during the upgrade. This is specific to your Logs module.
There may be brief disruptions as we reboot the hardware. If this happens, just wait a few minutes and try again.
Q: Can members make bookings during the platform upgrade?
A: No, the member portal will be inaccessible during the upgrade. We recommend informing your members in advance to make bookings before the upgrade day (we’ll provide a message template). If you have kiosks, consider placing a sign to inform members that bookings via kiosks won’t be available during the scheduled upgrade.
Q: What if members already have a booking during the upgrade?
A: Existing bookings will remain unaffected and can be accessed at the kiosk, but new bookings cannot be made during the upgrade.
Q: I use Hello Club's current API. What do I need to do to prepare?
A: You’ll need to update your API calls due to changes to our endpoints. Please contact us by filling out the API survey if you haven’t done so already.
Q: Will there be new features with this upgrade?
A: Yes, we’re introducing a new authentication method that lets members manage and switch between multiple profiles with one login.
Additionally, this upgrade sets the foundation for delivering future features more efficiently.
Q: What should we communicate to members about the upgrade?
A: We’ll send you a communication template soon to help inform your members. In the meantime, the key impacts for members are:
The member portal will be unavailable during the upgrade.
Members won’t be able to make new bookings from the portal during the upgrade.
Members who log in via app.helloclub.com will need to use a new URL after the upgrade. You’ll find the updated URL in a prompt when you log in from app.helloclub.com as an admin.
After the upgrade, members will need to create new logins (i.e., passwords) due to the new authentication method. Rest assured that all data in the member portal will be retained. More details will follow shortly.
Q: How should we prepare for the platform upgrade?
A: We’ll send out a checklist soon that includes tasks to complete before, during, and after the upgrade.
Q: When is the platform upgrade scheduled?
A: The platform upgrade will begin at 8 am NZDT on 29 October 2024, with an expected downtime of approximately 8 hours, although it may take less time.
Q: Why is the platform upgrade scheduled for a full day?
A: The upgrade process involves transferring all club data, settings, and integrations to ensure everything runs smoothly post-upgrade. This requires time to carefully manage and test the system, so your club can return to normal operations as quickly as possible after the upgrade. We appreciate your understanding and patience as we work to make this transition seamless.