In anticipation of another major release (Enrollment Activities, Onboarding, Surveys) here are some spring releases.
Enrollment - Additional Person
When enrolling an additional person (after an earlier enrolment of the member), this operation went somewhat wrong. The member here, usually, enrolled himself or herself.
The functionality behind this button has now been changed and clarified, see screenshot:
Information Top indication of already previous registration: member and guest.
Additional Person Below that is the functionality for the additional enrollment.
Meta-Fields - Sort
With the sort option, you can now also arrange the meta fields to make the query more clear. Possibly, by extension, set up a structure of the additional fields.
Grace Period
For a number of clubs, the membership period runs until the end of the business year (Dec. 31). But renewals are not created until the new business year (for a correct accounting date). This means that members can no longer access the platform the day after their membership expires, then in the new business year.
Therefore, a Grace Period setting was added at the club level. This still allows members to access the platform during this interim period until membership renewals were implemented by the admin.
Activities - Attendance: Reports/Activities - All attendees by activity.
With especially attendee list addition of present/unsubscribed/waiting list but also RSVP status, additional profile fields, activity meta fields, ...
Member numbers
For several lists, the number of active members are attached in a separate column. Also attached is the link to a list of the respective members.
Communication - Target Audience Paid
Although there are already about ten target selections in activity communication (Member groups, RSVP status, Subscriptions, etc.) we received the suggestion for one more. - Enrolled members who have not yet paid.
We have therefore attached these. Useful for tracking payments with a separate communication and target audience.
User Interface - Toggle switch
To make the adjustment (Yes/No) in a list smoother, we have added some Toggle switches:
On the attendance list (members platform), a user-friendly indication was added for guests.
Unsubscribe after Cancellation Period
Among the activities, there are a number of management deadlines, 2 of which need some further explanation:
Register until: after this date you cannot register
Cancellation Deadline: If you deregister within this time period, charges may be incurred if applicable
An example makes even more clear. After the registration deadline (Register until) the activity is closed because you have to order the catering. However, you still have the members unsubscribe (due to illness) in order to still be able to adjust the number of chairs / cover table.
If a member cancels within the cancellation period, he will receive a separate mail (Mail Texts - Unsubscribe Activity). In this you can then mention the cancellation conditions (costs, ...).
To be notified of these particular unsubscribes, you can have these emails sent specifically to the admin. This by listing an email address in the Additional Email Addresses, at the bottom of this Mail text.
Mailing Personalization
In Marketing Mail Campaigns, a number of personalizations (deposit codes) were added such as profile fields, as well as profile meta fields. And this for both the header and within the subject line of the mail.
As already announced in the spring, this summer we have been working hard on the Communication module. And with it, the completion of Klubs v2.
With activities comes a multitude of communications such as invitations, reminders, confirmations, ... and all this to different target groups such as members or member groups, attendees, ...
With the new communication module following functionalities
All communication types: invitation, reminder, confirmation, thank you, ...
Extensive target group selection: member groups, members/guests/public, RSVP status, membership type
Text editor: use of all dump codes (profile fields, meta fields, ...)
Communication history: review and reuse
Reporting: especially then the user actions (delivered, opened, clicks)
This Service and Support Level Agreement ("SLA") describes Klubs.be's commitments regarding the availability of its services and support for its platform. This document is intended to clarify the expected service and support levels for all users of Klubs.be and support.klubs.be.
1. Service Availability
Klubs.be is committed to providing highly available and reliable service. We commit to the following target for service availability:
Target availability: 99.5% uptime per calendar month.
This availability calculation excludes scheduled maintenance windows, which will be communicated to users in advance, and events beyond our reasonable control (force majeure).
2. Service Levels & Qualifying Conditions.
Support requests are categorized into different service levels based on their impact and urgency. This categorization determines the priority and associated response and resolution times.
All support requests must be submitted via email to support@klubs.be to be formally recorded and processed according to these service levels.
2.1. Critical
Qualifying Conditions:
The Klubs.be platform (or a core, essential function) is completely inaccessible or non-functional for a significant number of users.
Serious data loss or corruption occurs, or is imminent.
Major security vulnerability affecting user data or system integrity.
Support Type: Urgent, immediate attention required. Workaround or solution has highest priority.
2.2. High
Qualifying Conditions:
A key function of the Klubs.be platform is unusable or severely degraded, affecting a large number of users, but the platform remains generally accessible.
Recurring errors or performance issues that significantly impede the user experience or core functionality.
Data integrity issues that affect a subset of users but do not result in complete data loss.
Support Type: Priority Attention. Efforts focused on restoring functionality or mitigating impact.
2.3. Medium
Qualifying Conditions:
Non-critical functions do not work as expected, causing inconvenience but not preventing core use of the platform.
Minor bugs or inconsistencies in the user interface.
Requests for clarification on existing positions that are not critical to immediate operations.
Support Type: Standard Attention. Planned for resolution in routine development cycles.
2.4. Low
Qualifying Conditions:
General questions about platform use or features.
Suggestions for new features or improvements.
Minor cosmetic problems that do not affect functionality.
Requests for information readily available in documentation.
Support Type: General Question. Will be addressed as resources allow, possibly leading to future improvements.
3. Response and Resolution Times.
The following times are target times for initial response and resolution, applicable during standard business hours (Monday to Friday, 9:00 - 17:00 CET), excluding holidays. Times are measured from the time the support email is received.
Service Level
Response Time (Target)
Resolution Time (Target)
Critical
Within 1 hour
Within 4 hours
High
Within 4 hours
Within 1 business day
Medium
Within 1 business day
Within 3 working days
Low
Within 2 working days
Depending on available resources
Note on Resolution Time: "Resolution Time" refers to the time until a solution or workaround is provided, or a clear plan of action for a resolution is communicated. Full resolution may take longer for complex problems, but regular updates will be provided.
4. Support Channel
All support interactions and requests should be initiated and managed through the dedicated support email address:
Email: support@klubs.be
Please include a clear subject line and a detailed description of your problem, including screenshots or steps to reproduce it if applicable, to help us categorize and handle your request efficiently. To expedite support, please clearly indicate the club (and sub-club if applicable) involved, the specific module or component (e.g. member, membership, activity, communications) and any relevant URLs.
5. Exclusions
This SLA does not cover:
Problems resulting from user-side misconfiguration, third-party software or network problems beyond the control of Klubs.be.
Requests for custom development or features that are not currently part of the Klubs.be platform.
Abuse of the support system.
6. Review and Amendments
This SLA will be reviewed periodically and may be modified as necessary by Klubs.be. Any significant changes will be communicated to users in advance.to users in advance.
We strive to provide you with the best possible support and functionality. Therefore, we have optimized our approach to support and software releases.
Support approach
We distinguish between two types of support questions to help you as efficiently as possible:
Urgent support
When essential functionality does not work or works poorly, we address this immediately. We ask that you create a ticket for this, preferably with the necessary clarification (such as screenshots or a description of the specific situation).
We communicate with you immediately for any additional information, perform an initial analysis and, where possible, immediately provide a workaround. And, of course, provide a specific update on the issue as soon as possible.
Less urgent support
These are smaller issues or problems that do not interfere with the normal operation of the software. We bundle these by functional module and resolve them, often as part of a larger release.
Release Management
To further develop functional changes or add new features, we bundle them into larger release modules.
This approach is necessary because updates often impact multiple modules, such as communications and integrations with accounting systems. By bundling them together, we ensure a more stable and cohesive update. - See our Release Blog - Release
Prioritization
With both support questions and planned releases, we always carefully evaluate whether the modification provides clear added value for you as a user and whether it is useful or necessary for multiple associations.
This ensures that our efforts are always focused on the most impactful improvements.
A Continuity Plan for a software platform is a strategic approach that describes how the software, data and services will be protected and maintained to ensure operational continuity even in the event of unforeseen events, such as failures, disasters or changes in business conditions. The plan includes measures for backup, recovery, maintenance and transition to ensure that the platform continues to function and that data is secure even during challenges and contingencies.
Infrastructure and Security
The klubs.be platform is hosted with Combell, Belgium's largest cloud server provider, under a robust framework agreement. Combell's infrastructure includes redundant systems, advanced firewalls, intrusion detection systems and regular security audits to protect against unauthorized access and cyber threats, ensuring a secure and stable environment for all Klubs.be data and activities. Klubs has configured the infrastructure at Combell to guarantee an uptime of 99.5% on an annual basis.
Customer Support Process
The Klubs platform was developed for Klubs bv (as the licensee), by Pandafish. Digital software is Pandafish's core business, where they have developed and maintained over one hundred custom applications. This includes approximately thirty mission-critical applications, some of which operate in demanding 24/7 environments such as hospitals, demonstrating their proven expertise in maintaining high-availability systems. Pandafish provides comprehensive support and maintenance for all of these applications, ensuring a deep understanding of the architecture and operational requirements of the Klubs.be platform.
Backup and Data Recovery
Klubs makes backups of the data for each individual Club platform to protect against potential disasters. The following backup regime is implemented:
Full backup: performed daily, with a one-month retention period.
Historical backup: performed monthly, providing long-term data retention.
All backups are stored off-site in encrypted formats to ensure data integrity and confidentiality, and regular testing is performed to verify data recoverability.
Restoring individual backups is not part of the standard service and can only be performed for a fee, subject to a separate agreement.
Contingency Planning
Should Klubs cease to exist as a licensee, there is a formal agreement with Pandafish, the developer of the platform, which makes them primarily responsible for hosting and running the application. In addition, Klubs has entered into explicit agreements and warranties with the hosting provider (Combell) that the platform will continue to be supported by Klubs for at least three months after the service is terminated. This critical transition period is intended to give users sufficient time to retrieve their data securely and make alternative arrangements, minimizing disruption.
Data export functions
The data provided by the Club and the content of the platform can be retrieved by the Club and stored on its own storage medium through various export functions. This applies in particular to key datasets, such as:
Member list (including meta fields)
Membership history
Activities (activity dates, settings, including attendance)
These exported data are provided in commonly available and accessible formats (e.g., CSV, Excel) so that they can be easily opened and used with standard software applications.
These articles are an integral part of the software contract between Klubs and Pandafish and are intended to ensure continuity and data security for all Klubs.be users.
While we continue to work diligently on some larger updates (e.g. Activities Communication) this month we are making some smaller changes under the hood of the Klubs platform.
Monthly billing
Monthly billing allows you to bring together all of a member's expenses and a monthly invoice. (not just activities, but also Bars consumptions, if this module is installed)
Please see the specific Support topic on this - Monthly Billing
Profile Field - Explanation
As with the additional questions to an activity, now also an Explanation to the profile meta-fields. This is to clarify the question, at registration.
Given the different nature of registering for an activity by a member or through the public link, the additional questions were also adjusted.
As of now, it is possible to indicate whether the additional questions are asked at the time of member registration or at the time of registration via the public link.
