Preparing for Scheduled Smartwaiver Downtime

Upcoming Scheduled Maintenance: November 15–16, 2026

Smartwaiver will be performing scheduled database maintenance and upgrades to improve platform security and reliability.

Maintenance Window:

• Start: Sunday, November 15, 2026, at 8:30 PM PST (UTC-8) (Monday, November 16, 2026, 04:30 UTC)
• End: Sunday, November 15, 2026, at 10:30 PM PST (UTC-8) (Monday, November 16, 2026, 06:30 UTC)
• Expected Duration: 2 hours

During this maintenance window, all Smartwaiver services will be unavailable. This includes Smartwaiver functionality integrated with Rock Gym Pro.

Please note: Rock Gym Pro does not control Smartwaiver’s maintenance schedule, and the timing of their downtime is subject to change. For the most accurate and up-to-date information, we recommend checking Smartwaiver’s official status page: status.smartwaiver.com

🔔 What You Need to Know for the Smartwaiver Downtime Window

During the scheduled maintenance window, all Smartwaiver services will be unavailable, including Smartwaiver functionality integrated with Rock Gym Pro.

This means your facility will not be able to collect or manage waivers through Smartwaiver during this time.

If your facility will be operating during the maintenance window, you'll need to prepare an alternative waiver collection process in advance.

We recommend reviewing the options below and selecting the approach that works best for your facility:

• Option 1: RGP Forms — Use Rock Gym Pro's built-in forms functionality to collect waivers during the downtime.

• Option 2: Paper Waivers — Collect physical paper waivers during the downtime and process them according to your facility's procedures.

Please review the setup instructions and limitations for each option before the maintenance window begins.

Once maintenance is complete, Smartwaiver services are expected to resume normal operation.

🟢 Workflow 1: Use an RGP Form Version of Your Waiver

Set up effort: Low to Moderate
Execution effort: Low
Best For: Facilities that want uninterrupted waiver delivery and customer record creation.

🔍 How It Works

RGP Forms operate independently of Smartwaiver and will remain available during the maintenance window.

You can access your RGP Forms using either your Top-Level Form List or individual kiosk links in a web browser.

✅ Benefits

• Continue collecting digital waivers during the outage.
• Completed waivers are delivered directly to RGP.
• Customer records can be created when assigning completed waivers.
• No need to process paper waivers afterward.

⚠️ Limitations

• Facilities using Smartwaiver exclusively will need to create RGP versions of their waivers before the outage.
• RGP Forms do not support multi-person waivers.
• If using the Top-Level Form List, Smartwaiver forms may still appear even though they will not function during the outage.

🛠️ How to Set It Up

1. Confirm You Have an RGP Form
   Navigate to Data Entry > Manage > Waiver Management / Stations and review the Provider column. If needed, create an RGP Form version of your waiver before maintenance begins. See next step.

2. Create an RGP Form Version of Your Waiver (if needed)
   → Adding a New Waiver Form
   Copy Your Waiver Text from Smartwaiver (if needed)
   • Log in: Smartwaiver Login
   • Forgot your username or email address? → Navigate to Data Entry > Manage > Waiver Management Stations > Smartwaiver Integration button > Check API Key button.

3. Choose How to Display Your Forms 
   You can use either:
   Top-Level Form List: Display multiple RGP Forms on a single page.
   Individual Kiosk Links: Open a specific RGP Form directly in your device's web browser.
   For instructions, see Displaying Multiple Documents on a Form List Using a Web Browser.

4. Consider Temporarily Hiding Smartwaiver Forms
   If you're using the Top-Level Form List, we recommend temporarily hiding your Smartwaiver forms to avoid confusing customers.
   To do this, navigate to Data Entry > Manage > Waiver Management / Stations.
   1. Select a Smartwaiver form in Design Mode.
   2. Click Edit.
   3. Uncheck Show Form in Main List.
   4. Click OK.
   5. Click Publish Design to Live.
   
   Repeat for any additional Smartwaiver forms you want to hide. 
   

5. Test Your Setup
   Before the maintenance window, confirm that your RGP Forms are accessible, can be completed, and are successfully delivered to Rock Gym Pro.
    
   Important: Remember to restore your Smartwaiver forms to the main list once maintenance is complete.

🟡 Workflow 2: Use Paper Waivers

Set up effort: Low to Moderate
Execution effort: Moderate
Best For: Facilities that prefer a simple backup method without configuring digital forms.

🔍 How It Works

Your facility can continue collecting physical paper waivers while Smartwaiver services are unavailable.

After the maintenance window, signed paper waivers can be scanned and bulk imported into Rock Gym Pro for classification and assignment to customer records.

✅ Benefits

• No additional digital waiver configuration required.
• Waivers can be collected without relying on Smartwaiver.
• Multiple signed documents can be imported into RGP in bulk afterward.

⚠️ Limitations

• Paper waivers will not automatically appear in RGP.
• Staff may need to manually create customer records during the outage.
• Paper waivers must be scanned and processed after collection.

🛠️ How to Set It Up

1. Retrieve Your Waiver Language from Smartwaiver (if needed)
   If you don't already have a printable version of your facility's waiver, you can retrieve the language from your existing Smartwaiver template.
   1. Log in to your Smartwaiver account.
   2. Open your existing waiver template and copy the waiver language into a document that can be printed.
   Forgot which email address is associated with your Smartwaiver account? In RGP, navigate to Data Entry > Manage > Waiver Management Stations > Smartwaiver Integration > Check API Key to view your connected account information.

2. Prepare Your Paper Waivers
   Using your existing waiver language, prepare a printable version that includes all required information, participant details, and signature fields.
   Review the document to ensure it meets your facility's requirements, then print enough copies to accommodate guests during the maintenance window.
3. Prepare Your Staff
   Ensure your staff knows where to find blank paper waivers, how to collect completed documents, and where to securely store them until they can be processed.
4. Collect Waivers During the Downtime
   Have guests complete and sign paper waivers according to your facility's established procedures.
5. Bulk Import Completed Waivers into RGP
   After collecting the paper waivers, scan them into digital files. Rock Gym Pro allows you to import multiple signed documents at once, rather than uploading each waiver individually. Follow our step-by-step guide: Bulk Importing Multiple Signed Documents.
   After importing, classify the documents and assign them to the appropriate customer records.
   
   Important: Retrieve your waiver language and prepare your printable documents before the scheduled maintenance begins, as Smartwaiver will be unavailable during the downtime.

📋 Final Tips

• Prepare before the outage: Retrieve your waiver language from Smartwaiver, if needed, and choose the backup method that works best for your facility.
• Test your setup: If using RGP Forms, confirm they're accessible and completed waivers are delivered to RGP.
• Prepare your staff: Make sure your team understands the temporary waiver collection process and any follow-up work required.
• Restore normal operations: Once Smartwaiver is back online, remember to re-enable any Smartwaiver forms you temporarily hid from your Top-Level Form List.