What is dedicated support?

If you are a new user of the software, or if your tournament has special needs, you may require extra support outside of our normal business hours and regular support methods. If so, requesting dedicated support will connect your tournament with one of our support specialists for the dates and times you request. Once your dedicated support request is approved and paid for, a specialist will be assigned to your tournament who will familiarize themselves with your setup prior to the start of your support session. Depending on the type of your request (email-only, phone, or on-site), your specialist will be available to your organization during the schedule you selected for quick responses to your questions and to help you make configuration changes on the fly.

Typical dedicated support requests connect organizations to our specialists during busy or critical periods of the tournaments like in-person registration, weigh-in, or scoring and awards verification.

How to make a dedicated support request

If you would like a dedicated support specialist made available for your tournament, you can begin your support request by enabling the Support option in your Tournament Settings.

Image 1: The main tournament settings dialog window with the Support option highlighted.

When enabled, you will be prompted on the main Tournament Setup page to add the dates of your request, along with the support type you require, via your Tournament Calendar. Click the Submit a support request button to begin selecting the dates and times for your support request.

Image 2: A support request notification appears at the top of the Tournament Setup page when support is enabled.

In your Tournament Calendar, click any date on the calendar to request support for that date, or navigate to a different month using the buttons just above the calendar.

Image 3: A view of the Tournament Calendar page when a support request is in process.

Once you click a date on the calendar, you will be prompted to fill in the details for your request in the window that appears and save. You will also be able to select the support type you need for that date and time with the following available options:

1. Dedicated technician available by email-only ($50/hr)* - Perfect for budget-constrained tournaments, email-only support connects you with a dedicated tournament specialist for the hours you specify in your request. Support on this tier is available by email only and all support requests are usually responded to within 15 minutes or less during your session.
2. Dedicated technician available by phone and email ($100/hr)* - For tournaments that need an immediate response during their support session, having access by phone is critical. Support on our phone + email tier connects you with a dedicated tournament specialist on-call for the amount of time you specify in your request with a phone number and email address to reach your specialist directly.
3. Technician physically available on-site (active support up to 8 hours @$600/day or extended support >8 hours @$800/day + travel expenses)* - To have a dedicated tournament support specialist on-site with you to help you get setup, monitor and assist with in-person registration or live scoring, and help manage your software throughout the process, use our on-site support tier. Our specialists are trained to ensure your tournament goes as smoothly as possible and are there to help find and fix any settings you have in the software that could potentially cause issues for your organization.

Image 4: From the Add a New Support Request dialog window, you can choose the dates, times, and support type for your request.

Click again on the calendar until all the dates and times you need support for have been added. Finally, when you're finished adding support requests, just click the 'Send My Request' button to confirm and then have the request submitted to our specialists.

Shortly after submitting, you should receive an invoice by e-mail within the next 2 business days which MUST be paid by the due date listed on the invoice to activate your support request.

Can you guys just run our entire tournament for us?

Not entirely, but we can get pretty close. We provide varying levels of support for tournaments depending on their requirements, but almost always there would need to be a point person that anglers can reach out to for tournament-specific questions that only someone intimately familiar with the tournament can answer, e.g. rules and regulations. That said, our most involved support would be something along these lines:

1. For online registration and initial configuration, we could setup the core tournament using the base settings from the prior year and making any changes for registration pricing and divisions, if needed. We could also assist with promoting online registration, including sending out mass emails and posting to the tournament's social media accounts (provided we have sufficient access). The cost for this would depend on the amount of work needed; setup support cost is based on the complexity of each individual tournament and will be estimated before beginning configuration work on your tournament.
2. For in-person registration, we would send a staff member (or multiple if required) to your location and setup one or more in-person registration stations, then process those registrations as they come in. We can also manage the payments and general accounting, if needed. Usually tournaments would provide one or more volunteers to man additional registration or payment stations and we work alongside those volunteers. The cost for this would depend on the amount of physical setup time needed (e.g. the number of registration stations and type) and the amount of in-person registration days; we currently charge $600-$800/day per staff member + travel expenses for on-site support.
3. For weigh-in, we would send a staff member (or multiple if required) to your location for inputting weigh-in data as well as assistance with display output setup, if needed. We do NOT provide a weigh master though, so your organization would have to provide that. The cost for this would depend on the amount of physical setup time needed (e.g. weigh scale and/or display output connections) and the amount of in-person scoring days; we currently charge $600-$800/day per staff member + travel expenses for on-site support.

For on-site support, we would provide you an estimate prior to the session once we know how many days are needed plus the work involved. We have a good deal of experience with different tournament setups and our staff our well trained to handle registration and scoring, so your organization would be in good hands.