Support
Support resources for coaches and operators
Support at BTA Courtside is designed around operational continuity. We prioritize restoring decision quality quickly, especially when live game workflows are affected.
Triage Model
Severity Based
Live-event impact gets priority
Knowledge Flow
Playbook
Runbooks and issue classification
Escalation
Direct
Engineering path for critical incidents
Operational Help
Support for game setup, capture quality, and operator resilience.
- Pregame connection checks, environment validation, and staff role readiness.
- Correction and replay workflows that preserve deterministic state behavior.
- Operator handoff guidance for substitutions, foul tracking, and period transitions.
Use this track when the immediate goal is reliable execution during games.
Account and Access
Support for identity, permissions, and organization-level administration.
- Login, session expiry, password reset, and invitation acceptance troubleshooting.
- Role and access policy changes for coaches, operators, admins, and analysts.
- Domain and environment setup support for production deployment alignment.
Include user role and organization information for faster resolution.
Escalation Workflow
How we handle high-severity incidents and communication cadence.
- Severity assessment based on live-event impact and number of affected users.
- Interim mitigation guidance while engineering investigates root cause.
- Post-incident summary with cause analysis and prevention recommendations.
Critical incident updates are shared through the original support thread.