Equipment and System Requirements
Q. What equipment do I need to operate InSite? Top»
A. All Allyou need is a PC with Internet access. It can be located anywhere you'd like: in your facility, in your main office, or even at home. ClubCom provides everything else, including the server hardware, software, and wireless monitoring devices.
Q. What type of connection do I need to transmit my data to InSite? Top»
A. We recommend a dedicated phone line for each facility in which you are monitoring equipment. However, InSite can also be set up to work with your broadband connection through your network if desired.
Q. What cardiovascular equipment is compatible with InSite? Top»
A. Most manufacturers' equipment is to a great degree compatible with InSite, as long as it has a CSAFE data port available and the manufacturer adheres to the CSAFE protocol (CSAFE is the industry standard for fitness equipment communications). Some older models (5+ years) may not be compatible, and currently only Precor models communicate equipment errors for the purpose of alerting and program use information. Prior to a quote being provided a site survey will determine what models in your facility are compatible.
Q. Can InSite help me manage equipment that doesn't have a CSAFE port, such as strength equipment? Top»
A. Yes. Although equipment lacking this data port cannot be monitored wirelessly, the InSite website lets you manually enter information about other equipment so you can include it in your inventory reports.
Q. Does InSite work with my existing computer systems? Top»
A. Yes. The InSite system is compatible with all standard PC and network platforms. In facilities with broadband connections, InSite is able to operate on any standard Ethernet network. You can review data via the InSite web interface on both PC and Macintosh platforms with any standard web browser such as Internet Explorer.
For information about wireless network compatibility, see Is InSite compatible with 802.11 ("WiFi") networks?
Q. Is InSite compatible with 802.11 ("WiFi") networks? Top»
A. Yes. InSite has been designed to coexist with networks that meet the 802.11 ("WiFi") standard.
The InSite wireless local area network uses a system called Frequency Hopping Spread Spectrum (FHSS). This system was originally developed for the military and has the advantage of being able to "hop" from frequency to frequency to avoid interfering with other systems using wireless frequencies such as WiFi, Bluetooth, cordless phones, or even microwave ovens. This technology ensures InSite will not disrupt your wireless network.
Please note, however, that when it comes to transmitting information from your facility to the ClubCom data center, InSite does not use WiFi. Instead, for greater security and reliability, InSite requires a wired connection.
Q. Is InSite compatible with Cardio Theater? What about other entertainment receivers? Top»
A. Yes. Because InSite is built with an extra power port to accommodate receivers currently using the CSAFE port, it can be used with Cardio Theater. Compatibility with other entertainment systems is not guaranteed.
Q. Can we add the InSite service to a location that already has ClubCom? Top»
A. Yes. All it takes is a visit from a technical representative, who will install the additional hardware and software on your existing ClubCom server, and install the InSite wireless network on your cardiovascular equipment.
Q. If I buy InSite today, can I add the ClubCom service later? Top»
A. Yes. You will be able to add ClubCom service to a facility that already has InSite.
Q. Is InSite compatible with FitLinxx and other workout tracking systems? Top»
A. InSite is completely compatible with FitLinxx. In fact, FitLinxx and InSite can be run from a single server using the same wireless or wired network. Compatibility with other workout tracking systems is not guaranteed.
Q. Can InSite work with my asset tagging system? Top»
A. Yes. When you have InSite installed, we will record your asset tag or other machine identifier information. The InSite software will then track this information as an Equipment ID that is reported right along with the serial number. That way, when InSite presents equipment error alerts, inventory, mileage, and other information, you can see both the manufacturer's serial number and your asset tag or other identifier. This information also can be exported to a spreadsheet so you can incorporate it into your other systems.
Q. Can the InSite modules that attach to cardiovascular equipment be removed and reapplied to new equipment? Top»
A. Yes. The InSite module is attached to the fitness equipment with removable, double-back adhesive foam. You can easily reattach modules as you replace or move your equipment.
For information on how to do this correctly to ensure continued adhesion to the new machine, or how to remove adhesive residue from your old equipment, please contact ClubCom Customer Support via email at
customerservice@clubcom.com.
Q. In what countries can InSite be used? Top»
A. InSite is currently available for sale only in the United States and Canada. However, it has been designed to be compatible with global standards for use in industrialized countries where wireless products using the 2.4 GHz band are not restricted.
Please contact your account representative for more information about availability timelines in your area.
Installation and Training
Q Is installation difficult? Will it disrupt my operations? Top»
A. Installation is easy and will not disrupt your operations. Getting InSite is a simple two-step process:
1. Fill out a Site Questionnaire and Receive a Quote
First, a form needs to be filled out, answering a couple of questions and listing the equipment in your facility you'd like monitored (manufacturer, equipment type, and model). This form is then emailed to
insite@clubcom.com. Your Sales Representative will then provide you a quote based on the information provided.
2. Installation
ClubCom will arrange for a third-party installer to come back to the facility, at a time you choose, to set up and test your equipment. This includes setting up the server(s), attaching the individual InSite modules to each piece of equipment (about 3-5 minutes downtime per machine), and testing the system end-to-end. This step typically takes one day, though very large facilities may take up to three days.
Please note, we take customer service and member experience very seriously. Our technicians are trained to NEVER interrupt a member's workout and to minimize impact on facility operations.
Q. What equipment is delivered as part of my InSite installation? Top»
A. As part of your order, ClubCom provides the ClubCom network server(s) and attached hardware, plus one InSite module per piece of compatible cardio equipment you wish to monitor. ClubCom does not provide or install wiring for delivering power or Internet connectivity to the server.
InSite module connected to an Elliptical Fitness Crosstrainer. Note that on all of the ExperienceT line of Precor equipment the InSite module is contained inside the head unit, so there will be no "box" on the outside of the equipment.
Approximate Module Dimensions: (W x H x D): 2.75" (69.9mm) x 3.75" (95.3mm) x 1.25" (31.8mm)
Q. Would I ever need more than one server? Top»
A. It is very unlikely you would need more than one server. Multiple servers may be required in multi-floor facilities where the cardio equipment is separated by great distances. We will determine the number of servers you will need during the quoting process.
Q. Do I need to locate the server someplace specific in the facility? Top»
A. A location close to the cardio area usually works best, but is not required. Servers typically are located in the facility's wiring closet or front desk area. In general, the server needs to be in a dry area within six feet of a grounded power outlet and an Internet or phone connection.
Q. How do I learn how to use InSite? Do I have to be computer savvy? Top»
A. Anyone can use InSite, even those who are not computer savvy. InSite has been designed to be very easy to use, so anyone who has surfed the web will find it simple to operate and understand. We'll walk you through the training and make sure you're completely comfortable with the web interface.
You'll be using InSite with confidence in less than an hour if you're already an experienced computer user, and in just a few hours even if web browsing is new to you.
Q. Who needs to be trained on InSite? Top»
A. When you purchase InSite, you will be able to specify exactly who you want to have access to the information. We usually use a "train-the-trainer" approach, showing managers how to use the system first so they can then impart what they've learned to others who are authorized to access the service.
IT and Technical Considerations
Q. Do I need a PC or other equipment in the facility to set up InSite? Top»
A. No. You will not need a dedicated PC or other special equipment for InSite. The ClubCom network server and all necessary hardware for your facility is provided. However, please keep in mind that you will need a PC to access the Internet, review InSite information, and receive email alerts.
Q. Where is InSite hosted? Top»
A. InSite is hosted at the ClubCom data center in Pittsburgh, Pennsylvania. The data center has been operational for over six years and currently supports over 1000 installations around the globe.
Data center servers have dual CPUs and redundant power supplies, and are monitored continuously, 24 hours a day, 365 days a year. In addition, the database servers use a RAID 5 drive configuration that ensures no data loss in the event of a hard drive failure. For external connectivity, the data center has redundant T1 lines backed by a 99.9% uptime service level agreement. If any problems are detected with any part of the system, automated trouble tickets are immediately sent to on-call service technicians.
With these safeguards in place you can be assured of reliable service.
Q. What database software does InSite use to store data? Top»
A. InSite uses the latest version of Microsoft® SQL Server, one of the most popular and reliable relational databases in the market. It was chosen for its scalability, flexibility, and ability to support complex analysis.
Q. What frequency spectrum does InSite use for wireless transmissions? Top»
A. InSite operates at 2.4 GHz. If you are using or planning an 802.11 (or "Wi-Fi") network, you'll be glad to know that InSite has been designed to coexist with such networks. InSite communications technology uses Frequency Hopping Spread Spectrum (FHSS) to avoid interference with other wireless systems or products using the 2.4 GHz frequency band.
Q. How much network traffic will InSite generate? Top»
A. Because InSite operates on its own wireless network, communications with the fitness equipment and ClubCom data center will have no impact on your network traffic. If you have chosen to use your network's broadband connection for InSite communications rather than a dedicated phone line there will be a small amount of data transmitted over the network on a frequency of your choosing. A typical facility will transmit fewer than 500 kilobytes per day.
(See How quickly does the InSite website get updated?)
Q. How large are the alert emails? Top»
A. Alert emails are approximately 1K in size, and generally fit on one printed page.
Q. How soon and how often do I receive alert emails? Top»
A. The ClubCom network server in your facility records an error as soon as it happens. The server transmits the alert information to trigger an alert when it next connects to the data center. By default, with a dial-up phone line connection this occurs once a day, but this frequency can be increased as desired for an additional service fee. If you choose to have the InSite connection integrate with the broadband connection of your network the information can be updated as often as you like, and alerts will be sent immediately.
(See How quickly does the InSite website get updated?)
You can also choose how often alerts are re-sent until the alert condition is resolved.
Q. How quickly does the InSite website get updated? Top»
A. By default, with a dial-up phone line connection, InSite updates its web pages with information from each of your facilities once per day in the middle of the night. However, for an additional fee you can configure this interval to match your needs. If you choose to have the InSite connection integrate with the broadband connection of your network the information can be updated as often as you like.
Q. How do I set up my firewall to support InSite? Top»
A. For dial-up connections there is no need for any firewall configurations, as it is a point-to-point connection.
For broadband installations it is a very straightforward process. Simply establish a Virtual Private Network (VPN) connection and make the following ports available: UDP 137 and 138, TCP 139, and TCP 5800 and 5900.
The system will work with any router that supports either the Cisco or Microsoft VPN client. If you're unsure how to set up your VPN or configure your system to work with InSite, a ClubCom technical representative can walk you through the set-up process.
Q. Is the ClubCom network server susceptible to viruses and other security issues? Top»
A. Because only servers housed in the ClubCom data center access the ClubCom network server in your facility, the security risk is extremely low.
The ClubCom network server in your facility will be configured to accept only incoming calls, and it does not connect directly to the Internet.
We constantly monitor all servers in the data center for unauthorized access, and machines are kept updated with the latest virus protection software and operating system security patches.
Q. How secure is my data? Top»
A. All data is stored in a secure database within the confines of the ClubCom data center, and all machines in the data center, along with the website, are monitored continuously.
Access to the data is controlled with user IDs and passwords, so only authorized users can view it. And since the data is transferred over a secure virtual private network (VPN) or a point-to-point dial-up connection, the risk of interception is negligible.
Additionally, the data is stored in a hexadecimal format, which is unintelligible until it is imported into the database for reporting. To further safeguard the data, the data center's hardware has redundant power supplies and hard drives, and 24/7 on-call maintenance and data recovery services. Finally, log files of the database are automatically backed up twice per day, and full system backups are executed each night, with backup tapes stored off-site in a secure, climate-controlled location.
Q. If I use a dial-up line for InSite, will I need an Internet Service Provider (ISP)? Top»
A. No. The system was designed to minimize additional costs and impacts to you, so there are no outbound calls made from the ClubCom network server. The ClubCom data center connects directly to the ClubCom network server in your facility.
Q. Can InSite operate over a private or virtual private network (VPN)? Top»
A. Yes. For security reasons InSite was designed to operate over a VPN if you're using a broadband connection.
(See How do I set up my firewall to support InSite?) A dial-up connection does not require a VPN. Either connection is safe and secure because only machines in the ClubCom data center have access to the ClubCom network server in your facility.
Data Collection, Storage and Access Control
Q. What information does InSite gather? Top»
A. From Precor equipment InSite gathers all error conditions, what programs were used, how long the programs were used, along with degrees of incline, speed, and resistance levels as appropriate.
From other manufacturers' equipment with a CSAFE port InSite will capture, at a minimum, usage information by monitoring workout start and stop times. This allows InSite to track and analyze the information at the workout level and aggregate it to provide composite usage analyses.
Q. How frequently does InSite gather data from my equipment? Top»
A. Information is being gathered and sent to the server in your facility nearly constantly by the wireless network. By default, with a dial-up phone line connection, InSite updates its web pages with information from each of your facilities once per day in the middle of the night. However, for an additional fee you can configure this interval to match your needs. If you choose to have the InSite connection integrate with the broadband connection of your network the information can be updated as often as you like.
Q. Is the data kept confidential? Top»
A. Yes. Your organization's information is generally accessible only to those users you have authorized via user IDs and passwords. Please note that for certain purposes, such as troubleshooting, maintenance, and to provide customer service to you, ClubCom will have access to data generated by your facilities. However, ClubCom will never share any data identifiable to your organization without your explicit permission.
(Also see How secure is my data?)
Q. How often is data backed up? Top»
A. The ClubCom data center backs up its data to disk twice per day, and to tape every night. Weekly and monthly backup tapes are stored off-site in a secure, controlled environment.
In the unlikely event a ClubCom network server is temporarily offline at a facility, the data will be, in the worst case, current as of the last transmission to the ClubCom data center. In most cases the ClubCom network server in the facility can by brought online quickly, so you'd miss only a minimal amount of data generated by the system during the brief outage.
Q. How long do you keep the data? Can I get reports on data from previous months or years? Top»
A. Generally five years of usage data is available for online reporting. Data older than five years will be archived and can be made available upon request. If you require that data older than seven years be made available online, please contact
customerservice@clubcom.com.
Q. Who can see my data? Top»
A. Your organization's information is generally accessible only to those users you have authorized via user IDs and passwords. The information available for view is determined by a person's access level, which you determine during the set-up process.
(See How many access levels are there?)
Please note that for certain purposes, such as troubleshooting, maintenance, and to provide customer service to you, ClubCom will have access to data generated by your facilities. However, ClubCom will never share any data identifiable to your organization without your explicit permission.
Q. How many access levels are there? Top»
A. There are four access levels: Account Manager, General User, Servicer and Alert Email Only.
Each type of user account can be configured to access different levels and types of data. For example, you might choose to let your regional managers access data from multiple facilities within their regions, but allow your facility managers to view data from their own facilities only. Your account service representative will work with you to help identify appropriate access levels, and help you set up user accounts.
Reports and Alerts
Q. How do I access InSite reports? Top»
A. You access your data and the InSite reports by logging into the InSite website at
http://www.clubcom.com/insite. You can access the site from any computer that has an Internet connection. From there you can view a variety of reports and print or export the results.
Q. In what formats can I get the data? Can I export it for use in my own reports? Top»
A. You can get the data in charts, graphs and tables on the website, preformatted for printing as an Adobe Acrobat PDF file, or exportable to a comma-delimited file for custom formatting in a spreadsheet program (such as Microsoft® Excel). If you have special reporting needs, please contact your account service representative.
Q. Can I compare or consolidate data from different facilities? Top»
A. Yes. You have many different options in selecting, sorting, and comparing data - from a single piece of equipment within a specific facility, to the full range of equipment operated by your organization.
You can choose exactly which facilities you'd like included in the report, whether that's all the facilities in your organization, a few that you hand-select, or any combination you choose based on region or other designation.
Q. What reports are available? Top»
A. InSite has powerful reporting capabilities that let you find out how much your equipment is being used, get usage profiles, or check on service histories. The standard reports let you do such things as:
|
View the total equipment use in any of your facilities
View and compare the average daily usage of different models according to product category and manufacturer
Get a summary of the usage data of an individual machine over a selected period of time
See a summary of the service history of an individual machine over a selected period of time
Get a summary of the warranty and installation data for your machines
Get a list of machine inventories, with a summary breakdown by manufacturer or equipment type
And much more.
|
If you have additional reporting needs that aren't satisfied by the standard reports currently offered on the InSite website, please
see
How do I create customized reports? or contact your InSite account service representative.
Q. How do I create customized reports? Top»
A. InSite lets you "customize" your reports directly using the InSite website. For example, you can filter by a range of dates or particular equipment categories and manufacturers. In fact, each InSite "standard" report can be customized in a number of ways to meet your particular purposes.
Still, there may be times when you want to look at information that isn't currently available in the online reports. We recommend you familiarize yourself with the export capability of InSite so you can create your own customized reports and graphs. If you need special reports available online, please contact your account service representative.
Q. How long does it take for InSite reports to be updated with current information from my facility? Top»
A. By default, with a dial-up phone line connection, InSite updates its web pages with information from each of your facilities once per day in the middle of the night. However, for an additional fee you can configure this interval to match your needs. If you choose to have the InSite connection integrate with the broadband connection of your network the information can be updated as often as you like.
(See
How quickly does the InSite website get updated?)
Q. What kind of alerts are generated? Top»
A. There are four kinds of alerts: 1) equipment error occurred 2) equipment use capacity exceeded 3) maintenance not completed and 4) warranty about to expire. You can determine which alerts you (or anyone else in or outside of your organization) receives, and how often reminders are sent if the issue is not resolved. Alternatively, you can choose to receive a summary email of all alerts generated over a selected timeframe.
Q. How soon and how often do I receive alert emails? Top»
A. The ClubCom network server in your facility records an error as soon as it happens. The server transmits the alert information to trigger an alert when it next connects to the data center. By default, with a dial-up phone line connection this occurs once a day, but this frequency can be increased as desired for an additional service fee. If you choose to have the InSite connection integrate with the broadband connection of your network the information can be updated as often as you like, and alerts will be sent immediately. (See How quickly does the InSite website get updated?)
You can also set how often alerts are re-sent until the alert condition is acknowledged or the condition causing the alert is resolved.
Q. Who receives alerts? How many different people can receive them? Top»
A. Alerts can be emailed to any number of people you designate. You can determine which alerts you (or anyone else in or outside of your organization) receives, and how often reminders are sent if the issue is not resolved. Alternatively, you can choose to receive a summary email of all alerts generated over a selected timeframe.
Maintenance and Troubleshooting
Q. Does InSite require any kind of maintenance? Top»
A. No. ClubCom provides all software updates automatically, and the hardware should not require any maintenance.
Q. Can InSite help me with preventive maintenance? Top»
A. Yes. InSite can assist you with the preventive maintenance of your equipment in a number of ways. First, InSite reports mileage on many machines it monitors. You can export this data and group it by model so you can easily tell which are your high-mileage units. You also can determine optimal preventive maintenance schedules by pulling usage data by duration of use. Additionally InSite will email you maintenance alerts specifying which maintenance has not been completed as scheduled. InSite also provides a text field in the Maintenance module where you can log preventive maintenance performed.
Q. What happens if an InSite Module breaks or stops working? Top»
A. InSite transceiver modules are extremely rugged; in the unlikely event of a failure, however, the system will recognize the problem and send out an alert.
If you believe there is a problem with a module, please contact
customerservice@clubcom.com. A customer service representative will walk you through a few basic troubleshooting steps to determine if there has been a failure and, if so, will arrange to get you a replacement module as quickly as possible.
Q. What is the warranty coverage for InSite? Top»
A. The ClubCom network server and InSite modules are both warranted for one year. For additional details regarding the InSite service agreement please contact your InSite account service representative.
Q. What do I do if I have questions or problems? Top»
A. As an InSite customer you will have an account representative dedicated to your account. This person will be your primary contact for any issues, questions or concerns you might have.