Welcome to the ITSportsNet Support Center. In 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 24 hours. 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.
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.
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.
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 -- Last updated:Feb 18, 2010 
HOME
from the top of the
admin screen to enter your case details.