ITSportsNet Help and Support Center
Welcome to the ITSportsNet Support Center.
You may have found this website by clicking on a link in a policy in ITSportsNet v2.1 and WELCOME!
Additional Support ContentOn the left are links to many of the components that are part of ITSportsNet.
There are many Help Documents, How To's and Introductions. Click on the links to learn more.
We are constantly working to improve our Support Process and as we improve Your access to Great Helpers we'll show you our updates here...there are some exciting things coming for ITSportsNet and how we can help you!
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 9:00-5:00 EST.
Reviewing the policies and QuickLooks.
The first step for getting help is to search the policies and Quicklooks where there are descriptions as well as some short videos for most processes.
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Opening a Case
If your solution search is unsuccessful, submitting a case through the process Communicate > New Case.
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 Create 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.
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.
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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. In the control panel, your Customer ID shows at the top of the page in the title line - for example - Oakbank Minor Soccer (ID# 2000).
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Cases and How We Handle Them
Cases should be answered within 24 hours, though some Cases can take longer, depending on the requirements needed to resolve the issue.
- 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 Service).
- A higher priority may be given to a district or governing body issue that would have an effect on many organizations.
Created by: ITSN Support -- Last updated:Sep 02, 2009 | 
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