ITSportsNet Help and Support Center
Welcome to the ITSportsNet Support Center.
When in doubt of what to do for support, simply send an email to firstname.lastname@example.org.
In the rest of this section you will find ITSportsNet's Support Service Levels and information on how to get your support issues resolved as quickly as possible. Our goal is to answer help cases within 1 business day. Cases can be entered and solutions can be searched for 24/7, and customer support representatives will be working on cases and providing answers from 9:00-5:00 MST and 8:00-4:00 EST Monday to Friday. Cases will also be monitored during weekends and holidays for emergencies.
Searching for a Solution
The first step for getting help is to search the Policy screen for a solution, where you'll find many quick answers and video demonstrations. Anytime you require assistance with a particular function of our software, just click the Policy icon at the top of the screen to review the help guide for that function.
Opening a Case
If your solution search is unsuccessful, submitting a case through the Case Tool is the next step. Your case enters into a queue so a support representative can research the issue to find an answer. Entering a case is the fastest, most effective way to let us know that you need help. We record all cases for tracking purposes and they are evaluated to determine their urgency.
There are two ways that you can log a case:
Go to www.itsportsnet.com/admin/v21 -->Communicate-->Create Case
Send an email to email@example.com which will automatically create a case on your behalf.
Click the Feedback icon from the top of the admin screen to enter your case details.
The Log a Case process records your information in a case format with a system generated reference number. You must provide as many details as possible to help us resolve the issue, including your contact information and daytime phone number.
Once you have created a case, a customer support representative will contact you with a solution within 24 hours. If a solution is not available right away, you will be informed that our development team is working to resolve the situation.
All comments added to cases by ITSN support staff will also be emailed to you as a courtesy. If you choose to reply to the email, this will be added to the case comments.
When you are satisfied with the case resolution you can rate the case solution in order to provide our support team with your feedback.
If you need to make an email enquiry about your case then you need to have your case number in the subject line of your email or if you are calling ITSportsNet Support, have your Customer ID and Case Number ready to share with the support person.
Customer ID Number
All of your organization's information is tied to a numeric designation in our system called a Customer ID, which you should be prepared to indicate when communicating with us. To find this number, sign in as an administrator at www.itsportsnet.com/admin/v21. On the home page of the admin site, your Customer ID shows at the top of the page in the title line - for example - Oakbank Minor Soccer (ID# 2000).
Case Types and How We Handle Them
- Cases are dealt with on a first come first served basis.
- By priority and urgency, (High, medium and low, which relates to whether you can continue with your work without it being resolved).
- Emergency items can over-ride the above (discretion of Customer Support).
- A higher priority may be given to a district or governing body issue that would have an effect on many organizations.
Other Features of the Case Tool
When you sign into www.itsportnet.com/admin/v21 -->Communicate you have a few different options:
- Create Case - Where you can add a new case to the queue to ask for assistance or let us know about a problem.
- Active Case - Where you can review existing open cases and add new comments. You can also ue this feature to rate and close cases that have been resolved.
- Closed Case - Where you can refer to cases that have already been fixed.
If you are in need of an administrative username and password, please contact ITSportsNet. By following the process above, you'll help us, help you resulting in a great experience for everyone.
Created by: ITSN Support Team -- Last updated:Aug 30, 2010