Preparing for Scheduled Smartwaiver Downtime

Smartwaiver will be undergoing scheduled maintenance on Sunday, December 7th, 2025, from 9:00 PM to 11:00 PM PST (05:00 - 07:00 UTC 08-DEC-2025). During this time, all Smartwaiver systems will be offline, particularly Smartwaiver forms.

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: Smartwaiver Status Page: Planned Server Maintenance

🔔 What You Need to Know for the Smartwaiver Downtime Window

• Smartwaiver Kiosk App:
  • Will continue to function IF:
    • It is already installed, registered, and configured through Rock Gym Pro (RGP) before the maintenance window begins 
    • AND it is configured to run in Offline Mode before the maintenance window begins.
• Smartwaiver Forms:
  • Will not work during the downtime.
• RGP Forms, the RGP Member Change Request Form, and any RGP offerings in your top-level form list/in the Smartwaiver Kiosk app:
  • Will still be accessible and functional on your devices IF Offline Mode is configured on your devices before the maintenance window begins. 
  • Otherwise, the forms themselves will be accessible and functional outside of the Kiosk app.
• New Smartwaiver accounts, templates, or kiosk registrations:
  • Cannot be created during the maintenance window.

Not sure if your forms are Smartwaiver forms or RGP Forms? 
 → Navigate to Data Entry > Manage > Waiver Management Stations and look in the Provider column for each form

Because maintenance windows can sometimes extend beyond their scheduled time, we strongly recommend implementing one of the workflows below to ensure uninterrupted operations. Taking proactive steps now will help avoid disruptions, even if the downtime lasts longer than expected.

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

Effort Level: Low
Best For: Facilities that want uninterrupted waiver delivery and customer record creation.

🔍 How It Works

You can continue using the Smartwaiver Kiosk App as long as it’s already installed and registered in RGP. During the outage, the app will still function, and you can submit waivers using RGP Forms instead of Smartwaiver forms.

✅ Benefits

• Waivers deliver instantly to RGP
• Customer records are created automatically upon assigning
• The Smartwaiver Kiosk App can still be used
• No need to set up a separate iPad URL

⚠️ Limitations

• No multi-person waivers (but you can use “Add Additional Document for Minor” to prepopulate some fields)
• Requires creating RGP Form versions of your Smartwaiver forms if they don't already exist
• Requires temporarily hiding all Smartwaiver forms in your top-level/main form list

🛠️ How to Set It Up

1. Create an RGP Form Version of Your Waiver
   → Adding a New Waiver Form
2. Copy Your Waiver Text from Smartwaiver
   • 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. Use the Smartwaiver Kiosk App 
   Ensure it is installed, registered, and configured in RGP before the downtime.
4. Hide Smartwaiver Forms
   Remove Smartwaiver forms from your top-level/main form list → Navigate to Data Entry > Manage > Waiver Management Stations >Select Smartwaiver Form > Click Edit Button > Uncheck the "Show Form in Main List" box > Click OK > Click Publish Design to Live
   
    

🟡 Workflow 2: Use Smartwaiver Offline Mode

Effort Level: Moderate
Best For: Facilities that prefer to keep using the Smartwaiver Kiosk App and are comfortable manually creating placeholder customer records.

🔍 How It Works

Smartwaiver’s Offline Mode stores completed waivers locally on the device during the outage. Once the app reconnects to Smartwaiver’s servers, it automatically syncs and delivers the waivers to RGP.  Staff will create placeholder customer records upon check-in for new guests (name and DOB), then assign the waivers to those customer records to update with the additional details from the waiver after they are delivered.

✅ Benefits

• Waivers can still be collected during the outage
• Syncs automatically when Smartwaiver is back online
• Offline Mode can be enabled in advance:
  • The app will continue to send waivers if it can connect
  • It only stores waivers locally when it cannot reach Smartwaiver servers

⚠️ Limitations

• Webhooks and waiver delivery are delayed
• Customer records must be manually created during the outage
• Staff must later assign waivers and update missing details
• Adequate device storage is required:
  • If the device runs out of storage, no more waivers can be submitted
  • You won’t lose waivers, they simply won’t be fillable until space is freed

🛠️ How to Set It Up

1. Enable Offline Mode in the Smartwaiver Kiosk App
   → Using the Smartwaiver Kiosk App Offline
2. Ensure Adequate Storage on the Device
   While we don’t have an exact storage requirement, waiver files are generally small.
3. Manually Create Customer Records During the Outage
   Use basic info: First Name, Last Name, DOB
   → Adding a New Customer
4. After the Outage
   • Waivers will sync automatically
   • Assign waivers to placeholder records and update fields (address, emergency contact, etc.)

📋 Final Tips

• Decide early which method works best for your facility
• Test your setup (browser access, Offline Mode, etc.) before the outage
• Train your staff on how to create temporary customer records and assign waivers later
• Reach out to RGP Support if you need help setting up RGP forms or configuring Offline Mode