Business & onboarding
Go-live handover — what you should receive
When your Member Access OS rollout is ready for day-to-day operations, you should receive clear materials and a walkthrough so your owners, managers, and desk staff know how to run the system—not a second discovery project.
This page is a checklist for you (the organization taking ownership). It is not the same as the implementation plan your implementation partner followed to build the environment.
You may also find useful: which guides suit your role, the decisions you made at kickoff (including typical rollout duration), optional services you might have purchased, and deeper technical checks in the first-client preflight checklist (or this variant with neutral hardware wording).
What belongs in handover (for you vs not)
| Usually part of handover | Usually only if expressly agreed |
|---|---|
| Showing you where to change settings, how approvals and member flows work, who owns ongoing tweaks | Unlimited one-off integrations or redesigns beyond your project |
| Written summaries you can keep, relevant links, and labeled hardware lists (passwords never only in plain email) | Venue internet, electricians, locksmiths, or cabling faults at the facility |
| How to reach support after launch and how requests are categorized | Response-time guarantees unless your contract states them |
Handover means confidence and continuity, not listing every possibility from scratch again.
Checklist — what you should leave with
Use this table to verify you received what your organization needs. Your partner may rename columns to match how they package delivery.
| # | Topic | What you should have |
|---|---|---|
| 1 | Owner and administrator access | You know who the owner accounts are; backup invitations are underway; owners understand they control organization-wide settings |
| 2 | Facility identity | Facility names confirmed; /portal/{slug} URLs agreed—changing slugs later breaks bookmarks and printed materials |
| 3 | Brand and messaging | You know where your logo and copy live and who may edit landing or policy content |
| 4 | Payments and approvals | You understand how members pay before activation and what acceptable proof looks like; you know who monitors Approvals and your internal turnaround expectations |
| 5 | Membership products | Recurring billing vs visits, promotions, currencies—matching what you actually sell |
| 6 | Digital passes | Your choices for Apple and Google Wallet; phone tap at readers versus staff-assisted entry aligns with marketing |
| 7 | Door hardware (if you use unattended entry) | A list that matches your device naming approach for readers or controllers; for technical staff only, agreed location of on-site configuration (for example gateway device settings)—not emailed secrets |
| 8 | Documentation | Way to reach the published guides (/docs) plus any appendix your partner maintains for you privately |
| 9 | Secrets and integrations | Clarity on where keys live securely and who rotates them—you should not rely on spreadsheets in email alone |
| 10 | Support | Primary channel for incidents; how evenings and weekends are handled; telling apart member confusion, network issues at the gym, versus product defects |
| 11 | Post-launch observational period (required) | A scheduled 2 to 4 week observation window with named owners, tracked metrics (join→activation timing, approvals response time, entry-channel usage, recurring support issues), and a dated review meeting to decide tuning actions |
A strong handover session usually covers
A live session (often one or two hours) is optional but helps—it does not replace the written bundle above.
- Portal walkthrough as an owner: organization → facility → approvals → paths your members actually use.
- One full member-style path: join/dashboard → proof or payment → activated access (test account acceptable).
- How incidents are framed: failed email delivery, member misunderstanding, versus needing product engineering.
- Next month: who adjusts small wording; when to rerun parts of readiness checking after operational changes.
Related guides
- Org decisions — the choices underpinning how your rollout behaves.
- Predelivery checklist — technical verification ahead of declaring readiness.
- Device naming — when unattended hardware is deployed.
- On-site timing — what a smooth install afternoon assumes.