HY-TEK Sports Software provides each Customer bundled tech support for the life of the product version.
HY-TEK Technical Support 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.
- 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.
- 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.