Exerp

Exerp Client

Exerp is a cloud based member management platform designed for gyms, leisure centres and trusts that need a reliable, modern way to run their operations. It brings every part of the member journey into one place. Front desk workflows. Bookings. Payments. Access control. A fully branded member app, web portal.

Features

• Web based POS solution that can be run anywhere
• Real time reporting and automation
• Remote access
• Member web for member self serve options
• Payments options, payment link, card on file, park cart
• Configurations options to own your own system
• Open system
• Staff app for self management and calendar
• Family account management
• Camp and course management

Benefits

• Data replication and automation saving manual tasks
• Manage sites anywhere any time with web based tools
• Open system to integrate with partners to enhance the organization
• Unique architecture and unified code base to avoid technical debt
• Payment options payment link payment plans card on file cart
• Member web helps members manage their profile and billing
• Linked family memberships helps to connect families for bookings management
• Staff app helps staff manage their schedule and link through
• Campaigns and extended attributes enables you to create custom actions
• System configuration control to own your own system

Service documents

• Pricing document

  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 jni@exerp.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

553979352825999

Contact

Joe Nicholas
07707851288
jni@exerp.com

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Order management and orchestration
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: NA
• System requirements:
  • A current MMS (LMS) solution
  • On site internet

User support

• Email or online ticketing support: Yes
• Support response times: The response times are listed in the SLA's from immediate to a scheduled call.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: No
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: NA
• Onsite support: Yes
• Support levels: On-site support can be included on set up and launch. On-site training can be provided with new products. ; ; We provide account manager support at all times.
• Support available to third parties: No
• AI chatbot: No

Onboarding and offboarding

• Getting started: At Exerp we assign dedicated teams with to help onboard, consult and migrate. Exerp holds a 100% implementation record and has an array of consultants from data to configuration. ; ; We train new client team members in the train-the-trainer approach and provide online documentation and learning resources. Our training can be on or off site.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: We provide these in the file formats as requested by the client. Exerp adherer's to the laws of the specific country as far as GDPR regulations.
• End-of-contract process: Exerp provides a license fee per club per month. The license fee price is based on the modules required. ; ; At the end of the contract, a new license fee price is negotiated.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Confluence pages which are listed on each specific step of the migration. These also list how-to guides for the client users.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Exerp Go as well as the Staff mobile app and member app is available on the mobile
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Service desk in jira
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: No
• API: Yes
• What users can and can't do using the API: Exerp has open API's available across all aspects of the platform. We have the ability to connect to other providers such as Hubspot & Salesforce and push and pull data. ; ; This is one of the main strengths of the platform.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The platform can be configured by the client in the configuration module. We understand that each business is different, so the ability to own and build the system to the business's needs is paramount.; ; This can be managed on a customer or account manager level. This relates to but is not limited to rules, products and services, recourse, campaigns, finance and access control.

Scaling

• Independence of resources: The service is hosted in dedicated, tenant-isolated environments within ISO 27001-certified AWS data centers. Each customer operates on a separate database and application instance, ensuring complete segregation of resources. Horizontal and vertical scaling by our 247 operations team groups maintain performance during peak demand, while load balancers distribute traffic efficiently. This architecture guarantees that one customer’s usage does not impact another, preserving consistent service quality and uptime.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide clear operational and performance metrics, including system uptime (99.95% target), API response times (sub-second for most calls), and support SLAs (e.g., 15-minute response for critical issues). Additional metrics include CSAT scores, development velocity, and SQL query execution times. Real-time monitoring and SLA reporting are available to clients, ensuring transparency and compliance with agreed service levels.
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Scheduled File Exports: The service supports scheduled exports in CSV or XML formats, which can be customized to meet client-specific schema requirements. Via secure protocols such as SFTP.; ; Data Warehouse Access: A data warehouse is provided, where operational and transactional data is replicated in near real time. Customers can connect directly to this warehouse using standard BI tools for reporting analytics.; ; API Integration: The platform offers a comprehensive RESTful API with full read/write/extract capabilities, enabling real-time data retrieval and updates for enterprise systems.; ; Webhooks: For event-driven requirements, webhooks can be configured to push data to external systems in real time.
• Data export formats: CSV
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We guarantee 99.95% uptime, supported by a formal SLA. Availability is monitored in real time, and service level reports are provided to clients. If availability falls below the guaranteed level, customers are eligible for service credits as outlined in the SLA terms. Credits are calculated based on the duration and severity of the outage and applied to future invoices. Our architecture includes redundant AWS infrastructure, autoscaling, and proactive monitoring to minimize downtime and ensure resilience
• Approach to resilience: Our service is designed for high resilience using a cloud-native architecture hosted in ISO 27001-certified AWS data centers. Each customer operates in a dedicated tenant environment, ensuring complete isolation and security. The infrastructure leverages multi-AZ (Availability Zone) deployments, providing redundancy across physically separate data centers within the same region. This design ensures continuity even if one zone experiences an outage.; We implement automated failover, load balancing, and autoscaling to maintain performance during peak demand or unexpected failures. Data is replicated in near real time to a secure data warehouse, and backups are performed regularly to support rapid recovery. Disaster Recovery (DR) plans are tested annually, with documented RPO/RTO objectives aligned to enterprise standards.; Monitoring tools such as Grafana, Elastic Cloud, and Logic Monitor provide proactive alerts and health checks, enabling rapid response to anomalies. Our architecture supports 99.95% uptime SLA, and resilience measures are continuously reviewed as part of our secure SDLC.; Detailed datacenter resilience documentation is available on request.
• Outage reporting: Outages are reported through our online status page and customer support portal, providing real-time updates on service availability. Clients receive automated email notifications for any critical incidents, including details of impact, resolution steps, and estimated recovery time. Post-incident, a root cause analysis report is shared as part of our SLA obligations. For major outages, we also provide proactive communication via designated account contacts to ensure transparency and timely updates.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Only accessible to selected Exerp employees
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: ISAE3402
• Information security policies and processes: Internal secure development lifecycle process
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow a formal configuration and change management process aligned with industry best practices. All components are tracked throughout their lifecycle using version-controlled repositories (GitHub) and CI/CD pipelines, ensuring traceability from development to production. Each change is logged, linked to a unique identifier for full auditability.; Changes undergo security impact assessments as part of our secure SDLC. This includes static code analysis (SonarQube), automated regression testing, and manual QA validation. Vulnerability scans and penetration tests are performed regularly, any identified risks are remediated before deployment. All deployments require peer review, QA approval are executed through automated pipelines to maintain integrity.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We manage vulnerabilities through continuous code scanning, annual independent penetration testing, and monitoring of architectural changes. All findings are logged, prioritized, and remediated promptly. Critical issues are patched within days, while others are addressed in scheduled releases. Threat intelligence is sourced from trusted cybersecurity partners, industry advisories, and AWS security updates. All fixes undergo automated and manual quality assurance before deployment. Detailed reports and remediation timelines are available on request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use continuous monitoring with enterprise-grade tools to identify potential compromises through automated alerts, anomaly detection, and log analysis. When a compromise is suspected, our incident response process is activated immediately, including isolation, investigation, and escalation to senior security personnel. Critical incidents are responded to within 15 minutes in line with SLA commitments. Root cause analysis and remediation actions are documented and shared with the client. Threat intelligence is sourced from trusted cybersecurity partners and industry advisories to maintain proactive monitoring.
• Incident management type: Supplier-defined controls
• Incident management approach: We maintain pre-defined processes for common events, including system outages, security alerts, and performance degradation. Users report incidents through our secure online support portal or by email, with escalation based on severity. Critical incidents receive a response within 15 minutes in line with SLA commitments. Incident reports, including root cause analysis and remediation actions, are provided to clients following resolution. Our processes align with ITIL principles and include continuous monitoring, rapid escalation, and documented communication protocols.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 10%
• Between £250,000 and £500,000: 20%
• Between £500,001 and £1,000,000: 25%
• Between £1,000,001 and £2,500,000: 25%
• Between £2,500,001 and £5,000,000: 25%
• Over £5,000,001: 25%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Armanino
• PCI DSS accreditation date: Saturday 15 November 2025
• What the PCI DSS doesn’t cover: All payments that do not go through Adyen.
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications: ISAE3402

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Pricing document

  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 jni@exerp.com. Tell them what format you need. It will help if you say what assistive technology you use.