Fast Model Sports Technology

 

For the 2011-12 season, we’ve decided to listen to our customers and streamline things by adopting a “Less is More” approach to the way we deliver products and customer service to our valued customer base. 

Moving forward, there will only be two versions of each product, Basic and Advanced, versus the five flavors we had in 2010 (i.e. Black, Elite, Premier, Pro, Basic). We have consolidated the feature set so that the Basic versions provide all the functionality necessary to effectively create and manage your content (plays in FastDraw, scouting reports in FastScout). For example, the ability to Mirror a diagram in FastDraw was a “Pro” level feature in 2010; it is now a core part of FastDraw. 

The Advanced versions will contain additional sets of features designed especially for the specific workflows and content volume our top tier college and professional customers require (e.g. FastShare, stat feeds for FastScout).

Based on an analysis of our customer service operations over the past few years, Fast Model has restructured our customer service policies to better fit the broad range of customers we support. We strongly believe that this new lineup of customer service levels will provide all our customers with the fairest and timeliest response to their issues. Below is a description of the three customer service levels that will be in place effective July 7, 2011.

Automated Support: All customers are entitled to automated support. Automated support is primarily email-based. Customers can submit a case via direct email to support@fastmodelsports.com, by visiting our website (http://www.fastmodelsports.com) and submitting the support request form or by using the Support button within the application itself to submit a support issue. In general, it is always best to submit an issue via the application since this method automatically provides the Fast Model support staff with information about your account, version number, etc. Customers should expect to receive a response via email within 24 hours so please make sure that you submit a valid email address. If our support staff feels that it is necessary to remotely access your computer in order to resolve the issue, we will coordinate a scheduled time with you for hands-on follow up. Please remember that automated support is reserved primarily for issues related to purchase, installation/activation and bugs. For “how to” questions, please consult the on-line documentation first before making an inquiry.

Business Hours Phone Support: As a purchased option, college and pro level customers can elect to add on call in support during business hours (9 AM – 6 PM EST). Customers purchasing this option will be able to call into our customer support number and talk to a live agent for resolution of pressing issues. During peak season, we will extend coverage as needed to ensure that the start of the season goes smoothly for everybody. This support option is generally incorporated into the “Silver” based product bundles sold to our college customers.

24/7 Phone Support: For customers that require customer year-round support around the clock, we offer our highest-level support option. Customers electing to purchase one of our 24/7 phone support plans will be given a special “hotline” number that can use at any time to access one of our trained support representatives. In the event that we are unable to answer the phone immediately, please leave a good call back number and we will respond within 30 minutes. This support option is typically only available as part of the “Gold” and “Platinum” based product bundles sold to our collegiate and professional customers.