ESP Leisure Ltd

Elite Leisure Management System

Elite Leisure Management System is a powerful solution that meets the diverse requirements of many Leisure establishments.

Provides online bookings for racquet sport, exercise classes, swimming and other leisure activities, with the option to enhance your membership packages by offering advanced booking rights to members.

Features

• Membership Management
• Leisure Management
• Point of Sale
• Stock Control
• Online Booking & Mobile App
• Fast Track Arrival
• Loyalty Management
• Communications
• Financial Audit
• Reports

Benefits

• Manage membership and Pay & Play customers in one database
• Manage your sports facility and the activities on one platform.
• Manage your income streams with quick reconciliation back-office.
• Accurately manage physical merchandise and monitor margins
• Members can book activities and manage their membership online.
• Fast-track pre-booked customers through the check-in process.
• Encourage participation through built-in loyalty schemes.
• Engage with customers using automated communications to nurture customers.
• Audit each and every transaction to ensure financial compliance.
• Produce customer, booking and financial reports instantly.

£10,950 a licence a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@e-s-p.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

460310702718310

Contact

Sales Team
020 8251 5100
sales@e-s-p.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Elite Clients need to be installed on Windows based PC or Laptop.
• System requirements:
  • Windows 10
  • Windows 11
  • Windows 8.1
  • Office 365 (Word / Excel)
  • Adobe Pdf Reader

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our support department is open 24/7 – standard office hour calls are routed through our offices whilst emergency out of hours calls are routed through to our support staff.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: ESP Leisure provides a staffed support desk to all customers included as part of their service fee. ; ; We also provide an online portal to raise and monitor support requests as well as online documentation on Elite modules. ; ; Our dedicated team of full time support analysts will provide customers with to access the expertise that is required.; ; An Account Manager is also assigned to act a point of escalation beyond the support team and to provide periodic service reviews.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: ESP Leisure insist that you use our professional services team to deploy this solution.; ; ESP Leisure is familiar with switching customers from incumbent to new systems and has many experiences in doing so. Our philosophy is simple; we like to embed our team in your organisation to fully understand the nuances of your operation.; ; We will run joint workshop sessions to collaborate with you to make sound decisions on the way to configure your solution. You will fully understand the way that Elite will operate and what changes may need to be made to your Standard Operating Procedures.; ; We will train your “Build Team” to efficiently complete the configuration to meet your diverse requirements, followed by detailed “Train the Trainer” training to ensure that your key members of staff are able to go back to their venues to deliver training to the local staff.; ; We will ensure that the “build” is completed in line with our expectation and so that any errors get noticed before the Go-Live.; ; And then we will assist you in the “Go Live” process, switching seamlessly from incumbent to Elite.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: System reports are available to export data when the contract ends.
• End-of-contract process: We sincerely hope that you'd carry on using our service, but when migrating to other systems, there may be specific data export processes that require our professional services team to get involved -- they're charged at an hourly or daily rate depending on the estimated effort required.; ; It's possible to subscribe to a "Historic Data" access which will allow access to the data but the system will not be operational.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: Yes
• What users can and can't do using the API: The Elite Web API links our management system to other systems. We only publish this API to existing customers who have a specific requirement to integrate Elite with other systems.; ; The API can be used for a variety of scenarios such as customer authentication, or the online booking process.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Elite Leisure Management System is configurable to enable the system to behave in many different ways to match operational processes.; ; ESP Leisure will provide professional services to help you through the onboarding and deployment process and then be available (at a daily rate) to make alterations to the configuration should the need arise.; ; ESP Leisure will also provide assistance (where required at an hourly or daily rate) with new system features which might be included as part of the solution updates or as additional functions.

Scaling

• Independence of resources: We ensure that the underlying infrastructure is provisioned to meet each specific customers requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide details of all support requests.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: Data can only be accessed by the Elite Application.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: System has a built in report generation tool that is capable of extracting data.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: Pdf
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Our terms and conditions provide our Service Levels.
• Approach to resilience: We provision dedicated hardware to run our services and use a hosting partner who is able to manage these devices 24/7. We have factored in capacity to cope with spikes in traffic and protection from DDOS.
• Outage reporting: Outages are reported through a dedicated twitter feed. https://twitter.com/esp__support

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: ESP Leisure has a single support platform that provides access to our customer's systems. Before any customer's system can be accessed, it is necessary to request an Authorisation to access the system -- until an authorisation is logged, access is prohibited. All authorisations are logged against the individual requesting access.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: No
• Security governance approach: ESP Leisure provides a solution that requires authorised users to access via authorised terminals. All unknown terminals are prohibited from accessing our solution.
• Information security policies and processes: All ESP information is categorised into two main classifications: Public and Confidential.; ; Public information, such as advertising and marketing materials, is information that has been declared public knowledge by someone with the authority to do so, and can freely be given to anyone without any possible damage to ESP. ; ; Confidential comprises all other information such as sales data, customer addresses, employee files, etc, that should not be made available outside the company. A subset of confidential information is “Critical Confidential” information that should be restricted to “need to know” access only, such as trade secrets, financial, technical, and personnel information, and other information integral to the success of the company.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ESP Leisure operates a strict change control policy; any changes to the customer’s environment are fully documented and require sign-off by ESP Management and the customer prior to action at an agreed juncture. A permanent record of all change controls is kept electronically by customer to assist with the on-going support processes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: ESP Leisure regularly review vulnerabilities as highlighted by operating systems and through our penetration testing.; ; We will deploy patches as required to remediate vulnerabilities.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: ESP Leisure has monitoring system that operates 24/7 and alerts our support team who has a procedure to follow when alerted.
• Incident management type: Supplier-defined controls
• Incident management approach: ESP Leisure's Support Team is the first point of contact for Users to raise requests for technical help and support affecting the Service. Its primary responsibility is to handle User calls for assistance where it is anticipated the application is not operating according to its agreed specification. Incident handling and management is the Support Team’s primary service delivery activity.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Covid-19 recovery:

  Covid-19 recovery

  .
• Tackling economic inequality:

  Tackling economic inequality

  .
• Equal opportunity:

  Equal opportunity

  ESP Leisure offers equal opportunities to all its employees.

Pricing

• Price: £10,950 a licence a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@e-s-p.com. Tell them what format you need. It will help if you say what assistive technology you use.