1. SUPPORT SCOPE

1.1 Included Support

• Technical assistance with Service functionality
• Bug reports and issue resolution
• User guidance and best practices
• Entry and results troubleshooting
• Payment processing issues
• Basic show setup assistance
• Integration support for governing body submissions

1.2 Excluded from Standard Support

• Custom development requests
• Third-party software integration (beyond approved integrations)
• On-site event support
• Data migration to or from non-ShowGrounds systems
• Training beyond basic platform usage
• Computer hardware or network troubleshooting

2. SUPPORT TIERS

2.1 Standard Support (Included with Core Service)

• Hours:
  • Monday and Tuesday: 8:00 AM – 6:00 PM ET
  • Wednesday through Sunday: 8:00 AM – 7:00 PM ET
• Channels: Email, SMS, and in-app ticketing
• Response Times: Per SLA (Schedule D)
• Users: Designated account administrators (up to 3)

2.2 Event Week Support (Included for weeks with active Events)

• Event Week Definition: Wednesday through Sunday of any week where Customer has an active Event
• Hours: Same as Standard Support with elevated priority
• Channels: Email, SMS, in-app, and phone for urgent issues
• Priority: Elevated priority queue during Event weeks
• Users: Account administrators and designated Event staff

2.3 Premium Support (Add-On Service)

• Terms, coverage, and SLA defined by separate Premium Support Agreement
• Contact sales for Premium Support options

3. SUPPORT CHANNELS

3.1 Email Support

• Address: support@showgroundslive.com
• Best for: Non-urgent issues, feature questions, documentation requests
• Response: Ticket created automatically

3.2 SMS Support

• Number: Provided to eligible customers
• Best for: Quick questions, status updates
• Note: May result in email ticket creation for tracking

3.3 In-App Support

• Access: Help icon within the platform
• Features: Knowledge base, ticket submission, status tracking
• Best for: Contextual help, screenshot sharing

3.4 Phone Support

• Availability: Event weeks only for urgent issues
• Premium Support: As defined in Premium Support Agreement
• Number: Provided to eligible customers

3.5 Emergency Support

• Availability: During active Events only
• Criteria: Service outage, payment processing failure
• Access: Emergency number (provided as needed)

4. ISSUE PRIORITIZATION

4.1 Priority Definitions

4.2 Event Week Elevation

• P3 → P2
• P4 → P3
• P2 and P1 remain unchanged

5. SUPPORT PROCESS

5.1 Ticket Creation

1. Submit via email, SMS, or in-app
2. Include: Issue description, steps to reproduce, screenshots
3. Automatic confirmation with ticket number
4. Initial response per SLA timelines

5.2 Issue Resolution

1. Initial triage and assignment
2. Investigation and troubleshooting
3. Regular Updates – P1 – Daily
4. Regular Updates – P2 – Every 2 to 3 Days
5. Regular Updates – P3 > – Weekly
6. Resolution and confirmation
7. Follow-up satisfaction check

5.3 Escalation Path

• Level 1: Support Team (initial response)
• Level 2: Senior Support Specialist
• Level 3: Development Team
• Level 4: Management/Executive Team

6. CUSTOMER RESPONSIBILITIES

6.1 Information Provision

• Clear description of issues
• Steps to reproduce problems
• Screenshots or error messages
• Timely response to support inquiries

6.2 Designated Contacts

• Maintain current list of authorized support contacts
• Maximum 3 administrators for Standard Support
• Update contact information promptly

6.3 Environment

• Maintain supported browser versions
• Ensure adequate internet connectivity
• Keep login credentials secure
• Regular cache/cookie clearing as advised

7. SPECIALIZED SUPPORT SERVICES

7.1 Show Setup Assistance

• Initial configuration guidance
• Division/class structure setup
• Entry form configuration
• Basic fee structure setup

7.2 Governing Body Integration

• USEF results submission support
• FEI qualification uploads
• Points tracking configuration
• Results format assistance

7.3 Payment Support

• Transaction troubleshooting
• Refund processing guidance
• Platform fee questions

7.4 Exhibitor Support

• Indirect support through show organizers
• Direct support for platform fee issues only
• Self-service resources in help center

8. TRAINING AND RESOURCES

8.1 Self-Service Resources

• Comprehensive knowledge base
• Video tutorials
• Best practices guides
• FAQ section

8.2 Onboarding (New Customers)

• Welcome call (30 minutes)
• Platform walkthrough
• First show setup assistance
• Resource orientation

8.3 Webinars (As available)

• Monthly feature updates
• Best practices sessions
• Q&A forums

8.4 Premium Training (Add-On)

• Customized training sessions
• Advanced feature workshops
• Staff training programs
• Terms defined in separate agreement

9. MAINTENANCE COMMUNICATION

9.1 Scheduled Maintenance

• 7 days advance notice (minimum)
• Email and SMS to all administrators
• In-app notifications
• Status page updates

9.2 Emergency Maintenance

• Immediate notification via all channels
• Regular status updates
• Estimated resolution times
• Post-incident report

10. FEEDBACK AND IMPROVEMENTS

10.1 Customer Feedback

• Feature request tracking
• User advisory board (TBD)

10.2 Continuous Improvement

• Regular policy reviews
• Support metric analysis
• Service enhancement based on feedback

11. LIMITATIONS

11.1 Best Effort Basis

11.2 No Guaranteed Outcomes

• Workarounds rather than fixes
• Future product updates
• Customer process changes

11.3 Third-Party Limitations