How Cycling Canada NSO and PTSO clients reach Uplifter Support, how fast to expect a first response, and how incidents are graded and escalated. Your Master Services and Subscription Agreement has the full terms.
- NSO and PTSO admins: email partnersupport@uplifterinc.com, use live chat in the Admin Dashboard or call 1-866-534-2453. First response within 4 business hours.
- Clubs, event organizers and members: submit a request, use live chat or call. First response within 72 hours.
- Every request goes through a ticket, so keep replies in the ticket rather than emailing staff directly. That keeps the history complete.
- Response targets aren’t resolution times. They apply during support hours and can stretch during peak registration periods.
- This is a summary. Your Master Services and Subscription Agreement sets the full terms.
This page is a quick reference for Canadian cycling National Sport Organizations (NSOs) and Provincial and Territorial Sport Organizations (PTSOs) on Uplifter: where to send a support request, when to expect an answer and how urgent issues are handled.
Support channels and hours
| Who | How to reach us | Hours |
|---|---|---|
| NSO and PTSO admins | partnersupport@uplifterinc.com, live chat in the Admin Dashboard, or 1-866-534-2453 | 8:00 am to 8:00 pm Eastern |
| Clubs, event organizers and members | Submit a request, live chat in the Admin Dashboard, or 1-866-534-2453 | English: 8:00 am to 4:00 pm Pacific (8:00 am to 7:00 pm Eastern). French: 9:30 am to 3:00 pm Pacific (12:30 pm to 6:00 pm Eastern) |
Depending on the request, your Account Manager or Onboarding Specialist may contact you directly while the ticket is open.
Submit a support request
-
Open the request form
Use the knowledge base request form, or Issues & Support in your Admin Dashboard.
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Describe the issue
Give a short title, the area of the platform (for example registration, financials or race results), the browser you used, and what happened in your own words, including which user account was affected.
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Set the severity and impact
Choose a severity from 1 (critical) to 4 (low), using Severity levels below, and say how widely the issue affects you.
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List the steps to reproduce it
Say what you did, in order, before the issue appeared. Then submit.
First response targets
| Client | First response |
|---|---|
| NSO and PTSO | Within 4 business hours |
| Clubs and members | Within 72 hours |
Severity levels
| Severity | Meaning |
|---|---|
| 1, Critical | System outage, or people can’t register |
| 2, High | Major features impaired |
| 3, Medium | Minor issue with a workaround |
| 4, Low | General question or request for information |
Incidents escalate from Support to Leadership based on severity, business impact and technical complexity. You get status updates on Severity 1 and 2 incidents.
What service levels don’t cover
Service levels don’t apply to issues caused by:
- Your own configuration errors
- Third-party systems
- Network or internet provider failures
- Force majeure
- Beta features
- Scheduled maintenance
- Not following documented procedures
What we ask of you
- Name trained administrators.
- Keep your configuration accurate.
- Take part in readiness reviews.
- Follow the escalation process.
- Tell us in advance when you expect a surge in registrations.
Questions about this summary? Ask your Account Manager through a support ticket.