Autonomous+ Monitoring

Overview

If your Club is on the Autonomous+ Tier or higher, PodPlay provides your Club with several monitoring features. The features include:

• App-controlled door access
• 24/7 remote monitoring
• Automatic Voice Downs

For any Club on on the Autonomous+ Tier, you do not need staff onsite since there is a team monitoring your Club's courts or tables 24/7, 365 days a year. For a 10 court facility operating from 6 am to 10 pm, which may need to hire 3-5 employees to man the desk, the monitoring team costs 80% less than a single employee, 93% less than three employees, and 96% less than five employees, per month.

App-controlled Door Access

When a Club is on the Autonomous or Autonomous+ Tier, a security lock is installed on the Club's entrance. Customers can unlock the door to the Club when their Reservation or Event is in the near future. Staff can also be added to any of the door locking apps.

Unlock Door Button

Customers are able to click a button that becomes visible in the Reservation tab of the App before any Reservation or Event. This allows the Customers to enter the Club without any need for staff onsite.

The amount of time before a Reservation or Event when the button becomes visible is configurable in the Company Settings page of the Dashboard. Meaning, if your Club would prefer to have this button become visible 10, 15, 20, or 30 minutes before the start of the Reservation or Event, it can be adjusted.

If a Club does not have a door lock installed, the Reservation tab of the app will show a Check-in Button instead of the “Tap to unlock door” button. To learn more, read about the Check-in Button.

See a list of Door Access Providers Here

24/7 Monitoring

PodPlay employs a third-party security firm, NOC, which monitors each Club on the Autonomous+ plan, 24/7, 365 days a year. This firm has direct connection to the venue’s CCTV security camera system and built-in speaker system.

This firm can help to enforce the Club’s rules based on the Club’s preferences by utilizing Automatic Voice Downs (AVDs).

If a Customer does not follow the Club rules, the monitoring team will notify the Club’s Owners and Admins of the Customer’s penalty or infraction. The penalties vary depending on severity and escalate, especially after AVDs or reminders are ignored. It is up to the Club’s Owners and Admins to charge the Customer for the penalty or infraction.

Services Provided by NOC

• 24/7 open communication through Slack channels
• Monitoring of courts/bays/tables
• Recapping critical events and situations as they occur
• Updating the Owners of the Club about Customer infractions
• Updating the Owners of the Club about security concerns
• Notifying the emergency contact list if emergency services are needed

Add-on NOC Customer Service Package

If your Club is interested in the add-on Customer Service package, contact the Customer Success team through email at [e-mail]. Additional services include:

• Adjusting of Reservations
• Charging customer infractions in the Dashboard
• Receiving and sending emails to Customers (requires the Club to provide a unique email address; the connected platform is FRONT)
• Receiving and making phone calls (requires the Club to provide a unique phone number; not usually preferred)
• Receiving and sending texts (requires the Club to provide a unique phone number)
• Provide early fraud warnings from within your connected Stripe Express account
• Submit counters to any Customer disputes in your connected Stripe Express account
• Provide refunds to Customers as needed and requested
• Send daily reports about Customer infraction chages

Services Not Provided by NOC

• Opening the venue doors for Customers standing outside (clear signage is a best practice)
• Watching a fridge or monitoring any products left out for Customers to purchase

Automatic Voice Downs

Automatic Voice Downs (AVDs) are an automated audio recording that can be sent to any specific table/court from the Dashboard. The use of AVDs help the monitoring team communicate with any Customer on a particular court/table when there are no on-site client employees. AVDs are located on the Overview page of the Dashboard and are only available I your Club is on the Autonomous+ Tier. By clicking on a court/table's abbreviated label, the various AVD options appear in a pop-up window.

The monitoring team (or the Club Owner) can use the AVD message system to communicate for various reasons. They might want to inform a Customer the Reservation is almost over, there is a rule against vaping, or that strong intimacy behaviors are best kept for more private locations.

What are the universal AVDs?

Alcoholic Drinks: Hey, are those adult drinks? Just a quick reminder: this is a family-friendly zone, so let's keep the drinks non-alcoholic and the good times rolling!

No Kissing: Hey there love birds, could you save some of that romance for later? Thanks for keeping it subtle, the rest of us were starting to blush a little!

Playing without a Shirt: Just a quick reminder: this is a family-friendly zone, so let's keep our shirts on at all times!

Playing too Early: Uh oh, it looks like you're a little early. Please wait for your reservation time to start playing.

Trespassers Warning 1: Hello there! Please make a reservation if you want to enjoy our facility. If you're not sure how this works or need help,

Trespassers Warning 2: Trespassers, please make a reservation or exit the facility. Police are on their way.

Upcoming Private Event: Hello there! We have a private event coming up soon and they have the entire space booked out. Kindly exit the facility so they can keep their private event private! Thank you!

Contact Customer: Hi! We are trying to reach you on your cellphone. Please check your phone to get in touch with us.

Don't Move Things Around: Hi there! We noticed some equipment being moved around. For everyone's safety and to keep things running smoothly, please do not move equipment from its place. Thank you for helping us take care of the space!

Leaving the Door Open: You have left the door open to the facility. Failure to close the door will result in a $250 fee. Please close the door and make sure it is closed when you leave the facility. Thank you.

Create an Account: There are more people on the court than in the Reservation. Please ensure everyone playing has created an account and accepted the waiver to play!

Noise Levels (Late Night): Welcome! Please remember to stay mindful of the noise level during your late-night games. Thank you.

What are the emergency AVDs?

Testing: This is a test. Please disregard this message. There are no emergencies at this time. This is a test.

Fire in the Club: Attention! Attention! There's a fire in the facility. Please remain calm and make your way out to the nearest exit and leave the venue immediately. Emergency services are on their way!

Medical Emergency: Attention! We have a medical emergency in the facility. If you are trained to assist, please do so. Otherwise, stay clear of the area to allow space for emergency responders. Help is on the way!

Medical Emergency, call 911: Attention! A medical emergency has been detected in the facility. If you are on-site, please call 911 immediately and report the situation. If you're trained to provide aid, please assist. All others, stay clear to make space for emergency responders.

What are AVDs with different script versions?

Vape Use — V1: Not trying to be a buzzkill, but vapes aren't allowed inside of PingPod.

Vape Use — V2: Smoking and vaping are prohibited inside the club; please take it outside and return to play.

Closed Pod: This Pod is now closed for the day. We hope you enjoyed your stay and hope to see you again soon.

Closed Club: This club is now closed for the day. We hope you enjoyed your stay and hope to see you again soon.

Treat Equipment with Care — V1: We love your enthusiasm, but please treat our equipment with care.

Treat Equipment with Care — V2: We love your enthusiasm! And remember, please take care of our equipment. It's not as tough as you are!

Event Over, Clean Up — V1: Hello there! This community event is officially over! Please put the paddles away and collect all the balls so the next reservation can enjoy their reservation time to the max. Cheers friends!

Event Over, Clean Up — V2: Hello there! This community event is officially over! Please clean up so the next reservation can enjoy their reservation time to the max. Cheers friends!

End of Reservation - 5 Minutes — V1: We're glad you had a good time. If you want to keep going, please make another reservation.

End of Reservation - 5 Minutes — V2: Your reservation is over and it looks like you want to keep playing. Please book another if you want to keep playing; otherwise, we'll charge you for another reservation.

End of Reservation - 10 Minutes — V1: Your reservation is over but it looks like you want to keep playing. We'll go ahead and charge you for the next 30mins. Just to be in the clear, it is best to extend your reservation through the booking page!

End of Reservation - 10 Minutes — V2: Your reservation is over and it looks like you want to keep playing. Please book another if you want to keep playing; otherwise, we'll charge you for another reservation.

End of Reservation - 15 Minutes: Looks like you want to keep playing. Your account will be charged accordingly. To avoid infraction charges, please make a reservation.

End of Reservation - 5, 10, 15: Your reservation is over and it looks like you want to keep playing. Please book more time if you want to keep playing; otherwise, we'll charge you for another hour reservation plus additional overstay fees. Thank you.

Event – 5 Minute Warning: Hello there! Your event will conclude in 5 minutes. Please finalize your activities, gather all personal belongings, and begin clearing the area so we can prepare for the next reservation. Thank you.

Event – 15 Minute Warning: Hello there! This is a friendly reminder that your event will be wrapping up in about 15 minutes. Please begin concluding your activities and gather your belongings to ensure a smooth transition for the next reservation. We hope you're having an amazing time!

Put Equipment Back, Part 1: Hey there! It looks like you had fun, please be sure to put all equipment back where you found it. Thank you.

Put Equipment Back, Part 2: Hello there. Please return all equipment to its designated area. Maintaining the space and caring for equipment is required under our facility rules. The next guests will appreciate it. Thank you.

Are there sport-specific AVDs?

Too Many People — Tables: Four people per game. Seven or more requires another table. Luckily, you can easily grab one with a new reservation.

Too Many People — Courts: You have exceeded the maximum number of players allowed per court. Fortunately, you can book another reservation using the app.

Too Many People — Bays: You have exceeded the maximum number of players allowed per bay. Fortunately, you can book another reservation using the app.

Too Many People 2: You have broken a club rule with more players on the court than are allowed. You will be charged immediately for these extra players. Check out our FAQs if you have questions.

Extra Table Usage — Tables: Hi there, it looks like you want to use an additional table. Please have a friend create an account to book this extra table! Fees may apply if you use a table without booking!

Extra Table Usage — Courts: Hi there, it looks like you want to use an additional court. Please have a friend create an account to book this extra court! Fees may apply if you use a court without booking.

Extra Table Usage — Bays: Hi there, it looks like you want to use an additional bay. Please have a friend create an account to book this extra bay! Fees may apply if you use a bay without booking.

Wrong Table — Tables: Ready to play? Please reserve this table or check your reservation for your assigned bay.

Wrong Table — Courts: Ready to play? Please reserve this court or check your reservation for your assigned court.

Wrong Table — Bays: Ready to play? Please reserve this bay or check your reservation for your assigned bay.

Wrong Table - Alternate — Tables: Is this table yours? Please check your reservation or make one to start playing.

Wrong Table - Alternate — Courts: Is your reservation located at this court? Please check your assigned reservation court or make one to start playing.

Wrong Table - Alternate — Bays: Is your reservation located at this bay? Please check your assigned reservation bay or make one to start playing.

Reservation Over, Clean Up — Tables: Hello there! This reservation's time is up! Please put the paddles away and collect all the balls so the next reservation can enjoy their booking to the max. If there are other tables available you can book those, but this one is in use! Cheers friend!

Reservation Over, Clean Up — Courts: Hello there! This reservation's time is up! If there are other courts available you can book those, but this one is in use! Cheers friend!

Reservation Over, Clean Up — Bays: Hello there! This reservation's time is up! If there are other bays available you can book those, but this one is in use! Cheers friend!

Dog inside Tub: Hello there! For the safety of our equipment, please keep your dog inside the tub area while using the dryer. Towels may be used outside the tub. The dryer must remain inside the tub area. Thank you!

Sitting on Tables: Hello there. Please do not sit on the tables. This helps prevent damage and keeps everyone safe. Thank you.

Ball Cart Move: Hey friend, one ball cart per table keeps it fair for everyone. Let's keep them at their home table! Thank you.

FAQs

What physical security does PodPlay provide for my Club?

Your Club’s physical security is a high priority! PodPlay is not directly involved with the physical security of your Club, unless you are on the Autonomous+ Tier.

How can I upgrade my plan to the Autonomous+ Tier?

If you are on one Tier and want to upgrade to the Autonomous+ Tier, reach out to the Customer Success team.