Support

Philosophy

MINDBODY is not just your vendor; we are your technology partner. We treat each of our clients as a long-term relationship, and we are committed to helping you meet your current and future business demands.

The MINDBODY Support Team is friendly, effective and available seven days a week.

Contact the Support Team in one of five ways:

1. Send us an email at support@mindbodyonline.com
2. Book, cancel, or view your MINDBODY training schedule online
   NOTE: If your business has not yet received a login and password to the MINDBODY Support, please call or email: admin@mindbodyonline.com
3. NEW! Online support through MINDBODY Training Webinars. Click here to sign up.
4. Login to your MINDBODY System and select the HELP tab:
   • Front Desk Manual
   • Recent Updates
   • Training Webinars
   • Users Guide
   • Create Shortcut
5. If you prefer, call us at 877.755.4279

MINDBODY Help Desk Hours: (All times are Pacific Time Zone)

• Monday—Friday 6:00 a.m. to 6:00 p.m.
• Saturday and Sunday 9:00 a.m. to 3:00 p.m.

Our European, Asian, and Pacific Rim clients may schedule evening appointments up to 11 p.m. Pacific.

Training

MINDBODY Technical Support and Customer Service will:

• Configure your online site to match your logo, colors and fonts. Import your client names, contact information and notes from one data list (merging multiple databases and/or importing transactional histories can be done for an additional fee).
• Provide live online startup training via the telephone and Internet link. Training sessions are limited to four hours for site setup and one hour for credit card processing. For additional training sessions, please ask us for a quote.
• Troubleshoot hardware purchased through MINDBODY
• Provide additional technical support as needed. Free unlimited technical support is provided for quick questions, approximately 15 minutes or less, that do not require an hour of time with a trainer.
• Extra work, such as cleaning up your data, or conducting additional remote trainings can be done for an additional fee. Ask us for a quote.

Download the Startup Training Guide

How to get the most out of your training:

The MINDBODY system is user friendly. You don’t need technical knowledge to succeed with our system. However, it takes time to set up your business to run on any new system.

It is common, after your initial training appointment, to have some “homework” to do, such as building your class or appointment schedules, or setting up your staff, products and services. Like doing homework for school, your self practice between appointments will help you get the most out of your time with our technicians and trainers.

When calling with questions, it is helpful to list them so that you can get your questions answered in an organized fashion. We are always working to improve our user guides and help system, but encourage you to take notes as a supplement. Sometimes the simple act of writing something down helps commit the task to memory.

It is also a good idea to include your key managers in the initial training appointment. It is your choice whether you would like your front-line staff to be trained by us, or by you or your managers.

Requirements

Online Software Browser Compatibility

Our family of online software products is fully compatible with the following Internet Browsers:

• For PC/Windows: Internet Explorer version 7.0, with latest Windows Updates applied
• For Macintosh. Mac OS X running Mozilla Firefox or Safari
• Mozilla Firefox is currently not compatible with the Thermal Receipt Printer
• Internet Explorer 5.0 for Macintosh and Netscape Navigator™ are not fully compatible with our technology, are not being kept up to date by their creators, and are not recommended for web browsing in general.
• Mozilla Firefox for Mac OS 9.0 has limited functionality, and is not recommended.

Online Scheduling & Booking (public mode) Browser Compatibility

Your clients may view and log in to your scheduling site to check schedules, book classes and make payments from any industry standard web browser with recent updates applied.

Online Scheduling & Booking

Can be accessed from any machine with access to the Internet (PC or Mac). Highspeed (Broadband) internet is recommended for Studio Mode operations.

Hardware Requirements

Small Studios with Single Location:

• Minimum: Pentium® II or equivalent 450 MHZ Processor, 128 MB RAM, 3 GB HD with 1 GB Free space on hard drive.
• Recommended: Pentium® III or equivalent 750 MHZ Processor, 256 MB RAM, 5 GB HD with 2 GB Free.

Large or Multi-Location Studios:

• Minimum: Pentium® III or equivalent — 1 GHZ Processor, 512 MB RAM, 5 GB HD with 2 GB Free.
• Recommended: Pentium® IV or equivalent, 2.0 GHZ Processor, 512 MB RAM, 10 GB HD with 3 GB Free.

NOTE: The “Recommended Computer” can now be purchased for under $600. We strongly urge studio owners to purchase new computers for their software implementation, rather than spending money and time to upgrade an older machine.

Conversions

What are Data Conversions?

When switching to MINDBODY, you may be concerned about the hours and hours you spent in setting up your original system. Don’t worry. After choosing MINDBODY, there’s no need to endure such pain twice.

When you decide to purchase MINDBODY, talk to your sales representative about our data conversion service. If you hire us to import the information from your old software, conversion specialists will attempt to convert all of your general business information into your new, shiny MINDBODY system.

Download the MINDBODY Data Conversion Pricing and Information

See an example of how your data should be arranged

What We Convert

We can’t convert everything, but if your current software has the option to export into Microsoft Excel, Microsoft Access, or SQL, then you’re probably in luck. This service costs money because our conversion specialists make sure that the data from your old system is interpreted correctly by the new MINDBODY system.

For instance, if your old contact program uses the word “Surname,” but MINDBODY uses the term “Last Name,” then we need to ensure manually that the last name is converted into the right place. Believe it or not, computers can’t do everything.

We charge an hourly rate to convert information such as:

• Teacher and staff information
• Retail products
• Series and memberships
• Arrival history
• Attendance history
• Current balances on account
• Current remaining sessions on account
• Unredeemed gift cards

Each quote is unique. If you’re curious about the cost to you, send our conversion specialists a copy of your data. They’ll reply with a quote.

Free Conversions

We will convert the easy stuff for free, like your clients basic contact information. We'll convert this sort of information from Excel, Outlook, Text Files (i.e. .csv or other delimited text files), QuickBooks, Microsoft Access, or SQL. Speaking of free, if you currently use one of our lead competitors’ systems, we will convert as much of your data as we can, free of charge. Ask a MINDBODY team member if you qualify.

What We Don’t Convert

• Future appointments
• Future classes
• Sales history

How to get Started

To have your client list or data imported, please contact conversions@mindbodyonline.com to receive instructions on how to securely transfer your data to our servers so that we may import it. We schedule all imports within 3-5 days of receipt.

Conversion Risks

Due to many different data formats, we can’t convert everything. Also, data may be lost during conversion because of the innate differences between systems. Such data loss is, unfortunately, beyond our control.

Unsure if a data conversion is right for you? Contact our conversion team and we will be happy to help answer your questions and guide you through the process.

1 (877) 755-4279

Backups

When you join MINDBODY, you are asked to make a leap of faith. We ask you to stop saving business data on personal computers and move it onto the internet. Many business owners don’t realize that saving data on the internet – if done correctly – is one of the safest and most accessible ways to manage data. The method MINDBODY applies to safeguarding your data is especially impressive. But for those of us who aren’t network administrators, the configuration may seem incredibly complex. To explain how MINDBODY backs up your data, we’ve answered questions below that are often asked by new clients.

Q. How often do you back up my data?

A. The data for your MINDBODY system is backed up daily.

Q. Where is the data backed up?

A. Two copies of your backup data are saved at a secure data facility in San Luis Obispo, CA. A third backup is securely shipped to a data facility located about 250 miles away. By saving your third backup at a secure off-site facility, your information is safeguarded from a long list of nasty catastrophes.

Q. Can I see my backups?

A. Yes, but it’s in a read-only format, meaning that you can only see the data. You can’t make changes to it. It safely lives here.

Q. How long do you keep my backups?

A. We keep a backup of the last 14 days of your data. In other words, you can request your entire site to be reverted to any day’s worth of data from the last 14 days. For example, if you need your site backed up to 5 days ago, we can do it. In addition, we keep a backup of the first day of every month for the past 14 months. If you need your entire site backed up to last June, we can restore your data to June 1st of last year.

Q. Can I store my backups at a location of my choice?

A. If you want, you can receive a nightly backup of your data in SQL format for $20 a month. Or, you could set up your own server at our data center for an additional cost. This second option usually costs about $3,000 to set up and includes a monthly service fee.

Q. How do I request my site to be restored to a backup?

A. Call our Tech Support team at 1 (877) 755-4279.

Q. What technically happens when a server crashes?

A. Data Servers

All of your site’s data (e.g., tables with sales records, client information, and schedule information) is stored on a data server. If a MINDBODY data server crashes, then a live, standby data server immediately takes control of the failed server's databases (where your information lives). If this ever happens, the process of the standby server restoring service takes 2-4 minutes during which you may notice a brief “Service Unavailable” message on your site. During this process, due to our redundant server configuration, your data won’t be lost or corrupted.

Web Servers

The software that handles your site’s colors, fonts, design, and functionality is saved on a web server. When a MINDBODY web server crashes, the traffic is instantly redirected to another web server. MINDBODY has plenty of web servers. In the event that a web server crashes, the fix is instantaneous and will not result in an outage. Your data remains unharmed. And you probably won’t realize that a web server even crashed.

Q. How else do you keep my data safe and always available?

A. I’m glad you asked. We’re very proud of our network configuration. Our primary main data facility has multiple redundant data feeds ensuring constant connectivity to all major networks. In the event of an extended power outage, an automatic diesel generator will supply uninterrupted power for the duration of the outage. In the event of a catastrophic loss of the entire data center, a separate data center located 250 miles away hosts a complete backup of all data. A RAID system protects your data from hardware faults by mirroring your data across multiple physical storage devices. Your live and backup data is protected by the industry’s best hardware and software firewalls. Software patches and antivirus software on our servers are automatically kept up-to-date. We regularly expand our server inventory to keep each server’s CPU at a very low usage percentage. And as mentioned above, MINDBODY backs up your data daily. Not only are the backups stored in two different locations on-site; but a copy of the backups are moved off-site on a daily basis.

Hopefully, this explanation makes our decision to store your data online easier to understand and appreciate.

Policy

Appointment Re-schedule and Cancellation Policy

Please let us know if you need to cancel or reschedule. MINDBODY™ Online reserves the right to deduct one training session from your package or charge a $50 cancellation fee (the partial value of one training session) for training appointments missed or rescheduled less than 8 business hours in advance.

Online Software Cancellation and Refund Policy

Online Software may be cancelled anytime during the first 30 days after purchase, and you will receive a refund of your setup fee and any unused months of application service and support, less direct labor costs for any hosting, training or database importation work performed by MINDBODY staff. MINDBODY currently charges $80 for remote training, $500 per day plus expenses for onsite training and $92 per hour for database importation work.

Hardware Warranty Return Policy

All hardware is warranted for a period of 30 days. If you have problems with your hardware, please contact the MINDBODY Customer Service Team for troubleshooting assistance before returning your hardware. Undamaged hardware may be returned within 30 days of purchase. A $50 restocking fee will be deducted from the refund amount.

Read the full MINDBODY Software Service Agreement.