Dedicated support when your season cannot afford downtime
Upgrade to a named account team with around-the-clock coverage, priority response on tickets, and contractual SLAs. Built for peak windows—finals, migrations, and broadcast-heavy weekends.
Mission-critical support for high-stakes operators
Everything included in dedicated support
24/7 support coverage
Follow-the-sun routing for production-impacting issues during nights, weekends, and holiday fixtures. Clear severity definitions so teams know when to escalate.
Dedicated account manager
A named partner who understands your competition structure, integrations, and release calendar. Single point of contact for renewals, roadmap briefings, and executive reviews.
Priority tickets
Skip the queue with priority routing, faster initial response targets, and proactive monitoring during your configured peak events and migration windows.
SLA-backed response
Contractual targets for acknowledgement and resolution paths by severity. Monthly SLA reporting with transparency on trends, root causes, and improvement actions.
Escalation to product engineering
When incidents require deeper investigation, dedicated customers receive streamlined escalation with regular status updates until closure.
Season readiness reviews
Quarterly health checks on configuration, integrations, and capacity planning so you enter finals and expansion cycles with fewer surprises.
How we onboard dedicated support customers
Baseline your environment
We document integrations, peak calendars, severity preferences, and escalation contacts so every shift has the right context.
Align SLAs and channels
Together we finalise response targets, reporting cadence, and communication channels—including optional bridge lines for major events.
Operate with continuous improvement
Your account manager reviews ticket themes, recommends fixes, and coordinates with training or consulting teams when patterns emerge.
Support tiers at a glance
Business hours
Standard coverage with best-effort response targets. Suitable for organisations with predictable operating hours and tolerance for next-day follow-up.
Included
Priority support
Faster SLAs, extended hours, and queue prioritisation. Ideal for growing leagues with frequent weekend operations and multiple integrations.
Contact us
Dedicated enterprise
24/7 coverage, named account manager, contractual SLAs, and tailored escalation paths for federations, broadcast partners, and multi-property groups.
Custom
Give your operations team enterprise-grade backing
Share your peak calendar and compliance needs—we will tailor an SLA package that matches how your league competes.