Why the long webform?
Under the previous Support system (run by SportsTG), users could raise support requests in a variety of ways, from emails to webforms to phone.
Having seen this process play out over the last few years, The Basketball Network Support team has made the decision to migrate to using a webform as much as is humanly possible!
The webform is designed to obtain more information from the person requiring assistance, while not being too onerous. Many hours are taken up by support staff going back-and-forth to requestors, asking more information about their particular issue; while the webform does look a bit daunting, this extra bit of information gathered from the outset will make a huge difference to the time required to resolve your ticket, getting you an answer much quicker!
How do I raise a support request using the webform?
Tip: We recommend bookmarking this link for quick access in the future
Complete all the required information in the webform, taking note of the following information in the Description:
1. Explanation of the problem
2. Steps taken before it was caused (so that we can replicate it when providing support)
3. Troubleshooting steps you have taken, if any
4. Expected outcome
5. Actual outcome/Error message
6. If it is a payment issue, provide the last 4 digits on the credit card used
7. Attach any screenshots/videos, if possible.
Please also be conscious about the Priority level you assign a request; it will be amended by our staff if it doesn't meet the definition of that priority level. All tickets will be responded to within 72 hours and the resolution time will be discussed as part of the support process.
Once you click the Submit button, the form will return you to our Support home page. You will receive an automated email soon afterwards to confirm your submission. It can take up to 15 minutes to receive this email, so if this is not the case, please contact your state contact.
You can also sign up to a customer portal, where you'll be able to view your request, check its status, and comment on it, replacing the need for locating it in your email inbox! Find out more in this article about customer portals.
Don't forget, the SportsTG telephone number is still available to you in the case of Severity 1 issues and/or out of office hours.
Thanks for your cooperation,
The Basketball Network Support Team