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 sports.ivrnet.com
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.
Searching for a Solution
On this site, look to the left hand menu options for - your ORGANIZATION or TYPE OF SPORT and then YOUR ROLE ASSIGNED. Click on that link, and it will bring you to a listing of all of the help documents for your role and organization.
Connect with ITSportsNet Client Services Team:
Opening a Help Ticket
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:
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.
Once you have created a case, a Client Services Team Member will contact you with a solution within 1 business day. 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 the Ivrnet Client Services Agent 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 client services team with your feedback.
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.
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:May 23, 2019