29
GOLFTEC Tech Support – Estimated Response Time
*Emergency Tickets are only used when you are:
1. Unable to teach.
2. Unable to access CaddyMaster.
3. Unable to run sales in POS.
If your issue does not meet the above situations, please submit a regular support request.
Emergency Only Tech Support URL: 911.golftec.com
Emergency Response Time Guidelines - The Tech Support Team bases our response times and the actions we take to resolve problems on an assessment of the impact of the reported technical issue on your Center. The more serious the business impact, the higher the assigned priority. In responding to a problem, the following response timelines have been established:
|
|
Estimated Response Time |
||
|
Request Type |
Normal Business Hours (1) |
Outside Business Hours (2) |
Weekends (3) |
|
|
|
|
|
|
Emergency Ticket |
Within 15 minutes (Usually Immediate Assistance) |
Within 1 hour (Usually Immediate Assistance) |
Within 2 hours |
|
Tech Support Request |
Request Assigned to Tech within 24 hours (Mon – Fri) |
Request Assigned to Tech within 24 hours (Mon – Fri) |
Request Assigned to Tech by Tuesday AM |
|
Client Weblesson Issue |
Within 24 hours |
Within 24 hours |
Request Assigned to Tech by end of Monday |
(1) Normal Business Hours – (Monday – Friday) (6:30am – 5pm) MST
(2) Outside Business Hours – (Monday – Friday) (5pm – 8pm) MST
(3) Weekend Hours – (Saturday – Sunday) (7am – 7pm) MST
