SortArena Support
We are committed to maintaining high standards of technical support when required by our users, and to setting and meeting clear expectations.
The expectations described below represent our support standards.
GENERAL CONDITIONS OF SUPPORT
Support requests can only be considered if made:
by a user with a current SortArena Annual Membership
for a show or event where SortArena event software is used
via one of the contact methods listed below
for issues related to our software.
SUPPORT TIERS AND UPGRADES
We provide three basic support tiers, Sidekick User, Standard Producer, and Premium Producer.
This section defines the available contact methods, response times and hours and limits of subject scope for each tier/upgrade.
Sidekick User support
The Sidekick User support tier sets the baseline for technical support. Sidekick support questions are best handled by the producer or organization event staff. Most support questions regard event, class, and rider status, which are dynamic and changing as the event progresses. Event staff are the best source for help with these types of issues.
LIMITATION OF SCOPE
We are able to provide support for the Sidekick app only. This includes:
general questions about use of the Sidekick app and its functions
questions on downloading the app on your mobile device
questions about membership status and app access to event data.
We are not able to provide support for:
user applications or third-party software
users’ local hardware/software set-up
use or function of your mobile device
internet or network access from your device.
RESPONSE HOURS AND TIMES
Sidekick User support is offered on a best-effort basis, and during weekdays only.
We do not guarantee response times for Sidekick User support. Depending on the nature of the issue and other support priorities for our team, you may receive a response from within less than an hour to a few days.
CONTACT METHODS
Local event staff
email: info@sortarena.com
Standard Producer support
Standard Producer support is available for producers running SortArena event software under the terms of the SortArena End User License Agreement and are current on annual software maintenance fee payment.
We are able to provide support for the SortArena Event Software only. This includes:
general questions about use of the software and its functions
questions on downloading the software
questions about account status and access to event data.
We are not able to provide support for:
user applications or third-party software
users’ local hardware/software set-up
use or function of your computer or laptop
internet or network access from your computer.
RESPONSE HOURS AND TIMES
Standard Producer support is offered on a best-effort basis, Monday thru Saturday.
We do not guarantee response times for Standard Producer support. Depending on the nature of the issue and other support priorities for our team, you may receive a response from within less than an hour to a few days.
CONTACT METHODS
email: info@sortarena.com
Premium Producer support
Premium Producer support is available for producers running SortArena event software under the terms of the SortArena End User License Agreement and are current on annual software maintenance fee payment and currently hold SortArena Premium Producer status.
We are able to provide support for the SortArena Event Software only. This includes:
general questions about use of the software and its functions
questions on downloading the software
questions about account status and access to event data.
We are not able to provide support for:
user applications or third-party software
users’ local hardware/software set-up
use or function of your computer or laptop
internet or network access from your computer.
RESPONSE HOURS AND TIMES
Premium Producer support is offered on a best-effort basis, Monday thru Sunday.
Premium Producer support queries are given highest priority in our support queues and answered first. We aim to answer all urgent Premier Producer support queries within one hour. However, we do not guarantee response times under Premium Producer support.
CONTACT METHODS
email: info@sortarena.com
Support upgrades
Platinum support is available on a per-event basis, as an upgrade for Premium Producers.
Premium support offers direct contact with a member of the support team, via text message, Skype, email, and cell phone.