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Help Us to Help You
Help Us to Help You

Make sure you are set up for success

Updated over a year ago

At ClubRight, we want to ensure that you are getting the most out of the software, to enable you to grow your business. We are here to help make that possible but wanted to clearly define how we help and also direct you to other more specialist services if ever required.
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Hours of Operation

  • Weekdays: 9.00am to 5.00pm

  • Requests made after 4:30pm will be answered the next working day.

  • We are closed at weekends, Bank Holidays Christmas and Easter
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PLEASE NOTE:
Our Customer Success Team operates on the Orange Button, as laid out below

For your Peace of Mind, we are always monitoring the system behind the scenes, to ensure your access to the software is available.


​We do have some minimum requirements.

ClubRight is a cloud based software solution and as such needs some simple elements to ensure it will work efficiently for you

  • A good solid internet connection for all of the devices you wish to access ClubRight

  • Ensure that all internet devices such as a Windows PC are in good working order to allow the ClubRight software to work efficiently.


What we can help you with

Help Us to Help You These words could not be more important so that we are able to help you in a timely fashion.

  • ClubRight does many fantastic things, but there are times when you may need to know more about how to use them. We find that it is more about us understanding what you are looking to do/achieve, so therefore we need to ask some questions first, so that we can then show you how to do it in ClubRight.
    If you are ever unsure on how to do something, please ask, we are here to help.
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  • If you are trying to do something in ClubRight and it is not allowing you to achieve it, please do not automatically think that something is broken. In most cases, we find that it is most likely not setup correctly, so please remember that we are here to help you.
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  • The Customer Success Team use one central place for communication. This is the "Orange Button". If you try and contact any of the team by any other method, such as (& not limited to), SMS, WhatsApp, Facebook Messenger, or even an email to an individual member of the team, we cannot guarantee that we will see it - This is the last thing we want to happen of course.
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  • The Orange button has a full audit trail, it records our response times, and it allows us to support you properly as a team should any of us be off sick, busy, or on holiday. We also like to get feedback from you on how we are doing.
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  • There is always the rare chance that something has gone wrong with ClubRight.
    If it does, please let us know straight away - We are here to fix it, that is a given.
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  • We can help and assist you have an approved integration that is not working as expected, where a resolution cannot be found in our Knowledge Base.
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What we cannot help with

Whilst we as team have through knowledge of the ClubRight software solution, there can sometimes be the need for assistance outside the ClubRight Help Team. as we are the experts in our software only.

  • We are not able to fix or repair any computer device/hardware and would advise that you seek a suitable specialist as this not our area of expertise.
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  • We are not able to fix or repair any internet provider/hardware as your recommended course of action would be to contact them directly to assist
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  • We provide a list of Approved Suppliers for the installation of Access Control who will be able to advise, quote and install the best hardware solution to connect seamlessly with ClubRight

  • We cannot support beyond the set-up articles held within our Knowledge Base which are designed to guide your chosen installer all the help that they will need

  • If you/your installer ever need any further help outside the Knowledge base articles this can be arranged with a paid for service provided by Omega.

  • We do not support hardware that has not been either purchased through ClubRight or one of our Approved Suppliers

The final point that we would like to make is - We are all human beings, just like you, and we enjoy being nice and helpful. Sometimes we will make mistakes, although this is not often, so please remember that we are always keen to help you.

Thank you,
The ClubRight Team

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