HY-TEK Technical Support Center (TSC)

HY-TEK Sports Software offers each Customer the option to purchase a year's subscription for Technical Support for ALL currently supported products licensed to that Customer.  

To order a HY-TEK Technical Support Yearly Subscription (TSYS) for $39.00 per year per Customer that includes tech support for all of your products with the same license name, please go to our Online Store and sign up.  When the TSYS is ordered, only current releases of each HY-TEK product are eligible to receive technical support.  

Please Note:

• Contact Tech Support by email at support@hy-tekltd.com or by Telephone at 615.599.4364.

• When you order a new product or upgrade, you automatically receive 30 days of technical support.

• Click Here for a list of current releases for Swimming Products and Click Here for a list of current releases for Track & Field Products that are eligible for TSYS.

• If you already have a TSYS and a new product upgrade is released, the previous release of that product is still eligible for technical support through the end of the current technical support subscription period.

• Customers that currently have the following HY-TEK products as of 14 July 2008 receive FREE Legacy Technical Support for those products through 30 June 2009.

                                     HY-TEK Product                                                 Version

Examples:

• If you purchase a new MEET MANAGER product or upgrade to MEET MANAGER 2.0 and purchase TSYS at the time you order and you already have a current release of TEAM MANAGER, your TSYS entitles you to email and telephone technical support for both products for 13 months - automatic 30 days FREE support with your new purchase or upgrade plus your 12 month subscription.

• If you have an old version of MM and TM and you upgrade both products to current releases and purchase TSYS, then you receive email and technical support for 13 months - automatic 30 days FREE support with your new purchase or upgrade plus your 12 month subscription.

FAQ's:

• If I purchase a new product or upgrade one that I currently have and do not purchase TSYS, can I purchase that 12 month support subscription at a later time?  Yes you can, as long as those releases are currently supported at the time you purchase TSYS.

• If I have 3 HY-TEK products under one license name, do I have to purchase 3 support subscriptions?  No, one Technical Support Yearly Subscription (TSYS) for $39.00 covers all 3 products for one year.

• If I have 3 HY-TEK products but only 2 are current, can I purchase TSYS for just the two products that are current?  Yes - One TSYS covers all the products that you have that are currently supported.

• If I have a current TSYS for MEET MANAGER 2.0 and MEET MANAGER 3.0 is released, do I have to renew my subscription to receive technical support for my MM 2.0 release?  No you do not.  Tech Support is provided for the duration of the TSYS period, even for releases that are not current.

• My school has both HY-TEK Swimming and Track & Field products.  Do I need to purchase two support subscriptions?  No, you do not.  As long as the license is the same and it's the same school, then only one TSYS is required for both your Swimming and Track & Field products.

• Suppose I have 3 HY-TEK products purchased before 14 July 2008 with 2 that receive legacy support because they are current versions and one that does not because it is an old unsupported version. If I upgrade the 3rd product and do not purchase a Technical Support Yearly Subscription, what happens ? The 2 legacy products continue to get legacy tech support until 30 June 2009 and the newly purchased product gets 30 days free tech support.

A HY-TEK technical support yearly subscription entitles the Customer to both email and telephone support as follows.

Prime Time Service

• Business Hours are defined as 9:00 AM to 6:00 PM Eastern Time Monday through Friday except for Holidays. 
• Email:
  • Normally less than a 4 hour response time.  If you do not receive an email back within 4 hours, please check your spam filter or junk email folder as it might have been routed there.
• Telephone:
  • Most calls answered directly by a Tech Support person.
  • Normally less than a 4 hour call back time for calls not answered directly.

Evening, Holiday, and Weekend Service

• Calls received in the evening after 6:00 PM on Monday through Thursday will be returned within the first 4 hours of the next business day, emails within 4 hours.  For example, if a call is received at 8:00 PM on Thursday night, it will be returned no later than 1:00PM the next day. 
• Calls received after the Prime Service Period on Friday, on a holiday, or on Saturday or Sunday, will be returned within 4 business hours.   These calls should be of an emergency nature that cannot wait until the next Prime Time Service period. For example, if a call is received on Saturday morning at 10:00 AM, it will be returned no later than 2:00 PM on Saturday. If a call is received on Saturday night at 10:00 PM, it will be returned no later than 1:00 PM on Sunday.  An example of this type of emergency call might be "I am the meet host and I cannot get MM to receive times from our timing console".
• Emails received after the Prime Service Period on Friday, on a holiday, or on Saturday or Sunday, will be returned the next day.   For example, if an email is received on Saturday morning at 11:00 AM, it will be returned no later than Sunday at 5:00 PM.

Contact Tech Support by email at support@hy-tekltd.com or by Telephone at 615.599.4364