Q: Will the spaceOS platform still operate once we launch Equiem or will it be shut down immediately?
A: If you are using the SpaceOS generic app and web ie. property.spaceos.io there will be a 1 week transition period where users still have access to the SpaceOS app, but will have been invited and encourage to use the Equiem app. We have created a series of content posts which you can add to SpaceOS which you can share with your tenants, you can see these in English here, localised versions will be shared with you by your Migration Lead. A cut off date will be agreed at which point no further actions are taken on the SpaceOS platform.
If you have a customer-branded app or your own web domain, there will need to be a hard switchover date at which point users will update their app and register for the new platform.
Q: What does migration mean for our end users? Is there any user manual explaining what actions our tenants need to take in order to migrate from one app to another?
A: We have three methods that end users will need to follow, which method is correct will depend on your SpaceOS app set up:
Current SpaceOS app format | New app format | Action required by tenant |
|---|---|---|
Generic SpaceOS app | Generic Equiem app | Download the Equiem App from the Apple Store or Google Play and log in with your new platform credentials. If you haven’t created an account already, you can also register on the app. |
Generic SpaceOS app | New White Label (Customer branded) app | Download the [APP NAME] App from the Apple Store or Google Play and log in with your new platform credentials. If you haven’t created an account already, you can also register on the app. |
Customer branded app | Update to existing Customer branded app | Update your [APP NAME] App and log in with your new platform credentials. If you haven’t created an account already, you can also register on the app. |
Q: Why do I need to confirm a cut-off date for the SpaceOS platform/app?
A: Because the Equiem platform is an update to your SpaceOS platform the two cannot be run simultaneously. The cut-off date marks the point at which your members will start to use the new app, and no further actions will be taken in the SpaceOS platform (ie. no new bookings, visitors invited etc).
Space or Meeting Room bookings scheduled to take place after the cut-off date will be moved by the Equiem team to ensure no double-booking can take place.
Visitor appointments to take place after the cut-off date will be moved by the Equiem team.
The property team should aim to close all open Help Center tickets prior to the cut-off date. Any remaining open help center tickets will need to be recreated in the Request Management module after the cut-off date by the property team.
Q: What data will be migrated from my SpaceOS platform/app to my Equiem platform/app?
A: Data for things that have taken place in the past will not be migrated to the Equiem platform e.g. historic bookings, events or visitor appointments, but a csv export of relevant data can be provided prior to your SpaceOS platform being decommissioned.
Equiem will send an invite to a list of your existing users on, or just prior to, the agreed go-live date. Users must create a new password and accept the updated Terms & Conditions for the Equiem platform before they will be counted as a registered user. Invites can be reissued by the property team as necessary.
Q: Are users transferred automatically to the new platform/app or do we have to onboard them again?
A: Users will not be automatically transferred to the new app, as they need to accept the new terms & conditions. Therefore, they will simply need to enter their email address and create a password on the platform to create their new account.
Q: How long will it take to set up and migrate to the Equiem platform/app?
A: You can review the expected timeline below, this is subject to change based on your specific requirements and integrations.
Q: Why am I being asked for additional information about my property, can’t you get this from the SpaceOS platform/app?
A: Your new Equiem platform has a lot more functionality than the SpaceOS platform, and to make the most of this we will ensure that your platform is created to our highest standards, this means that our team may need to confirm additional details that were not required on the SpaceOS platform. For example:
Brand & Images
Building: Levels & Spaces
Company: Levels and Email Domains
Bookable Spaces: Set up, availability or rates information
Where possible we will try to extract any information from the SpaceOS platform before we ask you for more information.
Q: How long will we have access to our spaceOS data and how can we download our data for future reference?
A: Your SpaceOS data will be exported and shared with you prior to your launch on the Equiem platform. Approximately 1 month* after your launch on the Equiem platform we will decommission your SpaceOS platform, which will result in the permanent deletion** of any data.
*30 days, unless a specific decommissioning date has been contractually specified
**Data required by law to be kept for a period of time will be maintained
Q: Will there be any downtime during the migration?
A: No. There will either be a 1-week transitioning period for SpaceOS Generic App and Web customers, during which users will still have access to SpaceOS but will be encouraged to use the Equiem app. For customers with a customer-branded app or their own web domain, a hard switchover date will be established. At this point, users will need to update their app and register for the new platform.
For further details, see the answer to the question: “Will the SpaceOS platform still operate once we launch Equiem or will it be shut down immediately?”
Q: How will the migration impact our day-to-day operations?
A: The transition is planned to be as seamless as possible, with low impact on your day-to-day operations and no expected downtime. However, we require your support to ensure a smooth and efficient transition.
See answer to question “How can I ensure a smooth transition to the new software?”
Q: How can I ensure a smooth transition to the new platform/app?
A: Here’s what we need from you:
Answer any questions, or share any information requested, by the deadline communicated to you.
Complete training for your new platform/app.
Prepare the platform/app with content.
Help with the rollout and setup of the new app/platform.
Assist in preparing for and conducting the re-launch.
Support communication to tenants about the new app, including handling bookings, tickets, and visitor appointments.
Support the transfer of retailers to their new platform/app and manage in-app communication to tenants.
With your cooperation, we can achieve a successful and efficient migration.
Q: Who will be involved in the migration process?
A: Each migration will be assigned a migration lead from the Equiem team. This may be someone you’ve already worked with, or someone you haven’t met before. They will be responsible for the smooth rollout of your new Equiem platform. You will be informed of, and introduced to, your migration lead when your migration is about to begin.
The following roles & responsibilities apply for your team, and our team:
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Q: What support is available during the migration?
A: Each migration will be assigned a migration lead from the Equiem team. This may be someone you’ve already worked with, or someone you haven’t met before. They will be responsible for the smooth rollout of your new Equiem platform.
You will be given access to the Equiem Customer Support Portal both during the migration and beyond, where you can raise support tickets for any difficulties that might arise.
Q: Is training provided for using the new platform/app?
A: All the virtual training materials, including videos and user guides, can be found at help.getequiem.com
Once your team have had the opportunity to use these materials, we can set up a dedicated Q&A session with your Customer Success Manager to help answer any outstanding queries you may have.
You will also receive access to the Equiem /wiki/spaces/CS/pages/1302069293 throughout and after the migration. Here, you can submit support tickets for any product-related "how-do-I" questions that may arise as you familiarize yourself with your new platform.
Q: What post-migration support is available?
A: You will be given access to the Equiem Customer Support Portal both during the migration and beyond, where you can raise support tickets for any difficulties that might arise. This should be used for suspected bugs, incidents, to create requests for new Features and “how-do-I” product questions.
In the first 4 weeks after you migrate, your migration lead will continue to be on hand for migration-specific enquiries and troubleshooting.
You will retain access to a dedicated Customer Success Manager who will continue to support you in maximizing the value from your Equiem platform, just as before.
Additionally, we will provide you access to our exclusive platform, "the Hub." Here, you can access information such as upcoming training webinars, learning materials, content templates, monthly tenant engagement recommendations, and many other tools and resources to ensure the success of your new platform/app with your tenants and throughout your business.
Q: Why must I provide a nominated privacy contact and what communications will that contact receive?
A: Your nominated privacy contact(s) will be contacted by our Support team if a user of your platform requests that their account be deleted. This is because our client is the Data Controller, and Equiem is the Data Processor, so we need your permission to delete any data.
Q: What communications should I share with my tenants about the migration?
A: Here you can find some helpful content (in English) which you can add to your SpaceOS platform, or edit to send via email if you prefer. Localised versions can be shared by your Migration Lead as required.
We recommend starting to let your members know about the pending migration approximately 4 weeks prior to the go-live date. Here’s the recommended communications and relaunch activities timeline:
You can also see our Migration Playbook here (in English) which contains all of the information, step-by-step guides and templates which you can follow. A localised version will be shared as applicable by your Migration Lead.
Q: What steps are required for custom app owners to delete the old app and create the new one?
A: We will ask your team to provide mobileteam@equiem.com.au with Admin access to your developer account for both Apple and Google. We will also ask you to create an API key for Apple and Google, to allow us to automate the update, release and approval flow, instructions on how to do this have been linked. If you need help with these steps please let your Migration Lead know.
Once our team has been provided with access and the API keys, we will build the Equiem app as an update to your existing app, meaning that your tenants do not need to download a new app. They will still need to re-register their account once the app update has been released.