Question 1

What is Fixray?

Accepted Answer

Fixray is a maintenance tracking platform built for hotels, venues, and event spaces. It replaces WhatsApp groups and spreadsheets with photo-based reporting, SLA tracking, recurring maintenance, and real-time analytics — accessible from any phone.

Question 2

Who is Fixray for?

Accepted Answer

Fixray is designed for operations teams at hotels, event venues, conference centres, serviced apartments, and hospitality groups. It works equally well for a single 20-room boutique hotel or a multi-site group with hundreds of rooms.

Question 3

How much does Fixray cost?

Accepted Answer

Log is free forever with unlimited users and unlimited issues. Track is £59/month (or £47/month billed annually) per site and adds SLA tracking, recurring maintenance, cost tracking, and advanced analytics. Operate is £129/month (or £99/month billed annually) per site and adds multi-site management, white-label branding, finance dashboards, and priority support.

Question 4

Is there a free trial?

Accepted Answer

There's no time-limited trial — the Log plan is free forever, with unlimited users and unlimited issues. Most teams start on Log, run real maintenance through it for a few weeks, and upgrade to Track when they want SLA tracking or recurring maintenance.

Question 5

Do I pay per user?

Accepted Answer

No. Fixray is priced per site, not per user. Every plan — including Log (free) — includes unlimited users. Add your whole front-of-house, housekeeping, maintenance, and management teams without per-seat fees.

Question 6

Can I cancel anytime?

Accepted Answer

Yes. Paid plans are month-to-month or annual, cancellable at any time from your billing settings. There are no cancellation fees. If you cancel, you keep access until the end of the current billing period and can downgrade to Log (free) without losing your data.

Question 7

Do you offer multi-site discounts?

Accepted Answer

Multi-site pricing is included on the Operate plan, which is priced per site. For groups with five or more sites, contact us for tailored pricing.

Question 8

Does Fixray support recurring or planned preventative maintenance?

Accepted Answer

Yes. The recurring maintenance engine (included in Track and above) auto-generates tickets on daily, weekly, monthly, or custom schedules. Each cycle has a compliance dashboard so you can see what's been completed, what's overdue, and what was missed.

Question 9

Does Fixray write descriptions automatically from a photo?

Accepted Answer

Yes. AI Auto-Description analyses the photo and drafts a clear, structured description of the issue. It also suggests a category and (with QR codes) auto-fills the location. Reporters can edit before submitting — most don't need to.

Question 10

Does Fixray work offline?

Accepted Answer

Yes. Reporters can submit issues with photos while offline; submissions are queued in the device and synced automatically when connectivity returns. The reporting flow is the most-used part of the app, and it works at the back of the building.

Question 11

Can I import existing maintenance data?

Accepted Answer

Yes. CSV import is available for asset registers and bulk issue creation. For larger migrations from existing CMMS or spreadsheet systems, we'll help you map and import — typically within a single onboarding call.

Question 12

Is Fixray GDPR-compliant?

Accepted Answer

Yes. Fixray is built in the UK, hosts data in the EU, and is fully GDPR-compliant. We process the minimum personal data necessary, support data export and deletion requests, and operate under a standard DPA available on request.

Question 13

Where is my data hosted?

Accepted Answer

All customer data is hosted in EU data centres on infrastructure that complies with ISO 27001, SOC 2, and GDPR. UK and EU hospitality customers are covered by EU data residency by default.

Question 14

Does Fixray work on mobile?

Accepted Answer

Yes. Fixray is mobile-first. It's a Progressive Web App (PWA) that works on any modern smartphone browser — iPhone or Android — and can be installed to the home screen for a native-app feel. There's no app store download.

Question 15

Can I have different roles for managers and fixers?

Accepted Answer

Yes. Site-level roles (Reporter, Fixer, Manager) and organisation-level admin control who can report, assign, resolve, edit costs, and configure the platform. Invitations are sent by email and can be revoked at any time.

Question 16

Can I white-label Fixray with my brand?

Accepted Answer

Yes, on the Operate plan. Upload your logo, set your brand colours, and the entire app — including invitation emails and weekly digests — is themed to match.

Question 17

How is Fixray different from a traditional CMMS?

Accepted Answer

Traditional CMMS tools (e.g. Maximo, MaintainX) are built for industrial maintenance planners and assume desktop use, structured asset hierarchies, and trained operators. Fixray is built for hospitality operations: photo-first reporting from any team member, fast triage by managers, and a UI that anyone can use without training.

Question 18

Does Fixray catch duplicate issue reports?

Accepted Answer

Yes. When two issues are reported in the same location with similar descriptions, Fixray flags them as possible duplicates and lets a manager merge them in one tap — preserving photos, comments, and audit trail from both.

Question 19

What does "per site" actually mean?

Accepted Answer

A site is one venue — one hotel, one events space, one conference centre. You pay for each site you run on a paid plan; users on every site are unlimited and free. A 40-room boutique hotel is one site. A two-venue group on Operate is two sites. There's no hidden per-room or per-floor charge.

Question 20

How does multi-site billing work on Operate?

Accepted Answer

Operate is priced per site. Add or remove sites from your billing settings at any time — proration is handled automatically. Annual billing locks in the per-site rate for 12 months. Groups with five or more sites get tailored pricing — book a call from the pricing page.

Question 21

Annual or monthly — which is right for us?

Accepted Answer

Monthly is right when you want to try a paid tier without commitment, or while you're still proving Fixray to a sceptical GM. Annual is right once Fixray is the system of record — you save up to 21%, lock in the per-site price, and get one invoice instead of twelve. You can switch from monthly to annual mid-cycle from billing settings.

Question 22

What happens to my data if I cancel?

Accepted Answer

You keep access to the end of your billing period. After that, your account downgrades to Log (free) — issues, photos, audit trail, and analytics history all stay accessible. Nothing is deleted automatically. If you want a hard delete, request it from billing settings and we'll honour it within 30 days under GDPR.

Question 23

Does Fixray support SFG20-aligned PPM schedules?

Accepted Answer

Yes for the cycle-tracking shape — recurring jobs at the daily, weekly, monthly, or annual cadences SFG20 describes, with a completion photo, timestamp, and assignee on every cycle. Full SFG20 task-code mapping is on our Q3 roadmap; the underlying scheduling and audit shape is in production today.

Question 24

Can I export a PAT or Legionella audit record from Fixray?

Accepted Answer

Yes. Every asset carries its own per-appliance history — tester, date, photo, and pass/fail status — and every Legionella check (temperature, flush, tank inspection) logs the same. You can export the full per-asset trail as the audit record PAT and the L8 ACoP expect a duty holder to keep. SFG20-formatted export is in progress.

Question 25

Is Fixray suitable for UK venue compliance — PPM, PAT, Legionella, fire safety?

Accepted Answer

Fixray is built for the operational record these regimes require: scheduled jobs, photo evidence, timestamps, and a per-asset audit trail. It is not a replacement for a competent person — your responsible person still signs off — but it produces the paper trail an insurer, EHO, or client asks for.

Frequently asked questions