Keeping Sportstec Technology at the Cutting Edge
In order to keep Sportstec software at the cutting edge we invest heavily in research and development. As a result we are constantly providing our customers with innovative software that takes full advantage of advances in technology. This enables us to provide our customers with world leading features well before the competition, however occasionally it also creates weaknesses in different parts of the software. Sportstec has a rigorous testing process to discover and fix these bugs before the software is released however occasionally we do not find them all.
Sportstec has developed a world-class methodology for dealing with these rare situations, to ensure that our customers are inconvenienced for the shortest time possible.
Technical Fixing Process:
- Customer identifies a software issue and contacts their local support contact.
- Local support documents the problem, then attempts to replicate the problem to resolve the issue and reports back to customer. If the problem is unable to be resolved it is escalated to Sportstec’s Global Support Team. The local support team will aim to have a response to you within 2 hours of being informed of the problem.
- Sporstec’s Global Support Team will be briefed and a course of action will be determined. Target response time is less than 8 hours.
- If the problem is determined to be a direct result of faulty software, the Global Support Team will escalate the issue to the Software Development Team with a target response time of 24 hours.
||Global Support Team
|Expected Response Time
|Call Length Average
|Average Response Time
||< 16 Minutes
||< 4 Hours
||< 12 Hours