A summary of Uplifter's support channels, response targets, incident severity levels, and shared responsibilities for Canadian cycling NSO and PTSO clients. Full terms are governed by your Master Services and Subscription Agreement.
Who this is for: Administrators at Canadian cycling National Sport Organizations (NSO) and Provincial/Territorial Sport Organizations (PTSO) who are current Uplifter clients.
Where to find this: This is a support and policy reference, not a portal feature — bookmark it or share it with your team.
What this is: A summary of Uplifter's support availability, response targets, incident classification, and shared responsibilities. Full terms are governed by your Master Services and Subscription Agreement.
This article summarizes what to expect from Uplifter support — how to submit a request, how quickly you can expect a response, and how incidents are classified and escalated. It's meant as a quick reference; skim the sections below for what applies to your situation.
Sign in to the Knowledge Base to follow this article for updates and to track the status of tickets you've submitted.
Support channels & availability
| Channel | Contact | Availability |
|---|---|---|
|
NSO / PTSO Support Support for national and provincial organizations |
partnersupport@uplifterinc.com Live Chat (Admin Portal) 1-866-534-2453 |
8:00 am – 8:00 pm PST 8:00 am – 8:00 pm EST |
|
Club & Event Organizer Support Support for clubs, event organizers, and end users |
support@uplifterinc.com Live Chat (Admin Portal) 1-866-534-2453 |
English: 8:00 am – 4:00 pm PST / 8:00 am – 7:00 pm EST French: 9:30 am – 3:00 pm PST / 12:30 pm – 6:00 pm EST |
Important: All support requests — including account, technical, and training needs — need to be managed through our Zendesk portal (Knowledge Base or your Admin Dashboard's Resources menu) or emailed to the appropriate address above, so your request is properly tracked.
Depending on your request, you may be contacted directly by your Account Manager or Onboarding Specialist as your ticket is resolved. Please keep all related communication within Zendesk rather than replying to individual staff members directly, so your ticket history stays complete.
How to submit a support request
There are three ways to reach Uplifter support:
- Zendesk Knowledge Base — submit a request (English).
- Uplifter Admin Dashboard — open the Resources menu in the left-hand navigation of your Admin Portal.
- Email — send your request to support@uplifterinc.com.
If you're emailing support, include the following. The Knowledge Base and Admin Dashboard forms prompt for these details automatically, so including them in an email helps your ticket get triaged without a follow-up delay.
- Issue title
- A short summary of the problem.
- Name and email address
- The person submitting the request.
- Category / system area
- Which part of the platform the issue sits in. Admin Tools / Dashboard · CMS · Check-in feature · Financials / Orders · Registration & Membership process · Race Results and Rankings · Other
- Web browser
- The browser you were using when the issue occurred. Chrome · Internet Explorer · Safari · Firefox · Opera
- Issue severity
- Level 1 (Critical) through Level 4 (Low). See Incident severity & escalation below.
- User impacted
-
How broadly the issue affects your use of Uplifter:
- Minor feature or function is failing
- There is an issue that needs to be resolved, but primary functionality to critical and key solutions is not impaired
- Issue has a low impact to the customer's overall use of services
- Description
- The issue in your own words, including which user account was affected.
- Steps to reproduce
- What you did, in order, that led to the issue.
Initial response targets
| Client type | Target initial response |
|---|---|
| National / Provincial Governing Body | Within 4 business hours |
| Clubs & Members | Within 72 hours |
Response targets are service objectives during published support hours — not guarantees of resolution. Targets may be affected during peak registration periods.
Incident severity & escalation
| Severity | Definition |
|---|---|
| 1 — Critical | System outage / unable to register |
| 2 — High | Major functionality impaired |
| 3 — Medium | Minor issue; workaround exists |
| 4 — Low | General inquiry or info request |
Incidents escalate from Support to Leadership based on severity, business impact, and technical complexity. Depending on your issue, you may be contacted directly by your Account Manager or Onboarding Specialist as part of resolving your ticket. Reasonable status updates are provided for Severity 1 and 2 incidents. To keep a complete record, please respond through Zendesk rather than by email or phone to individual staff.
Exclusions & client responsibilities
Service level commitments do not apply to issues caused by:
- Client misconfiguration
- Third-party systems
- Network or ISP failures
- Force majeure
- Beta features
- Scheduled maintenance
- Failure to follow documented procedures
Clients are responsible for:
- Designating trained administrators
- Maintaining accurate configurations
- Participating in readiness reviews
- Following escalation procedures
- Providing advance notice of registration surges