ArbiterSports Customer Service: Expert Guide for Administrators and Officials

Overview of Support Model

ArbiterSports (https://www.arbitersports.com) provides support for administrators, assigners, officials and leagues that run on its officiating and event-management platform. From a customer-service perspective, the platform blends self-service documentation (knowledge base and video tutorials) with tiered human support: a help desk for routine questions, technical support for integrations and outages, and account management for billing and contract matters. The practical implication is that most routine account tasks can be resolved via documentation within minutes, while technical integrations and data migrations typically require scheduled interactions and tracked tickets.

When planning support needs, distinguish between three common request types: account/permissions tasks (password resets, role changes), operational tasks (game changes, assignments, payments), and technical tasks (API, SSO, data migrations). These categories determine both the expected response time and the data you must supply to enable a fast resolution.

Support Channels and Access

Typical access channels are: an online help portal (searchable articles and ticket submission), in-app help links that open a support ticket prefilled with context, and scheduled phone or video support for escalations and onboarding. Administrators should register primary and secondary contacts in the platform so ArbiterSports can route billing and critical-incident notifications to the right people.

For day-to-day support, use the help portal first — it often contains step-by-step guides for common processes such as assigning officials, running reports, and processing payments. If the portal does not resolve the problem, create a ticket with the minimum dataset described in the checklist below to avoid back-and-forth delays.

SLAs, Priority Definitions and Escalation

Establishing Service Level Expectations up front prevents frustration. A practical SLA framework for Arbiter-like SaaS products is to expect: initial acknowledgement within 1–4 business hours for high-priority incidents, 24–48 hours for normal technical requests, and 3–7 business days for complex data migrations or custom development work. Always confirm the exact SLA in your contract or purchase order.

• P1 (Critical) — Platform down or major functionality unavailable for entire league; target initial response: 1–2 hours; mitigation plan within 4–8 hours.
• P2 (High) — Major feature degraded for many users (e.g., grading, assignments); target initial response: 2–6 hours; workaround within 24 hours.
• P3 (Normal) — Individual user or small-group issue; target response: 24–48 hours.
• P4 (Low) — Feature request, training request, or documentation update; target response: 3–7 business days.

Make sure your contract specifies escalation contacts (tier 2/3 engineers and account manager) and the hours during which phone-based escalation is available (many vendors limit phone escalation to 8:00–18:00 local time, Monday–Friday, with on-call coverage for critical incidents).

Onboarding, Training and Implementation

Effective onboarding typically happens in phases: discovery, configuration, data import, pilot, and roll-out. For a small league expect a timeline of 1–2 weeks; for a conference or state association with complex scheduling and payment flows, plan 4–8 weeks. Key deliverables include a data mapping document (CSV headers for teams, officials, events), a configuration checklist for roles and permissions, and a test environment sign-off prior to production go-live.

Training options usually include live webinars (60–90 minutes for administrators), recorded modules (5–15 minutes each), and on-site training at an additional fee. Budget for at least two live sessions: one for admins and one for officials. Effective training metrics to track: percentage of officials who complete training (target ≥80%), first-week ticket volume per official (target <0.5 tickets/user), and time-to-first-assignment for new officials (target <7 days).

Common Issues, Troubleshooting and Required Data

Most support tickets are resolved faster when the submitter provides consistent, precise information. Common issue categories include failed payments, missing/duplicate officials, incorrect game times, and integration errors with school or league databases. A data-driven approach reduces resolution time: include user IDs, event IDs, timestamps, screenshots, and CSV exports when you open a ticket.

• Ticket checklist: account name and admin contact, affected user ID(s) or email(s), event or assignment ID, exact time/date when issue occurred, screenshots or error messages, and any recent changes (imports, role changes, SSO config) within the last 72 hours.
• For integration/SSO tickets: include the SAML metadata or OAuth client ID, assertion/response samples, and logs with timestamps (UTC preferred).

For payments and payroll (ArbiterPay module or similar), always attach the transaction ID, amount, date, and the affected official’s bank details (masked) or payee ID. This avoids repetitive back-and-forth and accelerates reconciliation.

Billing, Pricing and Contracts

Pricing models vary: small leagues commonly pay annual subscriptions in the low hundreds to a few thousand dollars; conferences and larger associations typically budget $5,000–$25,000/year depending on modules (assigning, payments, mobile) and number of active officials. Additional one-time implementation fees for migrations or custom integrations can range from $1,000 to $15,000 depending on scope. Always request a written Statement of Work for any paid services.

Ask for a clear invoice schedule (annual, quarterly, or per-season), cancellation terms (notice period, data export rights), and what happens to historical data on contract termination. Confirm whether fees include API access, phone support, and on-site training or whether these are billed separately.

Integrations, APIs and Security

Arbiter-style platforms often expose REST APIs for event creation, assignments, and roster synchronization. When planning integrations, define payload formats, rate limits, authentication (API keys, OAuth), and error-handling expectations. Test in a sandbox environment before production syncs; schedule imports outside peak assignment windows to avoid conflicts.

Security and compliance topics to request from vendor support include SSO via SAML 2.0 or OAuth 2.0, data encryption at rest and in transit, and any third-party audits (e.g., SOC 2). If you handle personal or financial data for officials, verify data retention and deletion policies to meet local privacy regulations.

Best Practices for Administrators

Maintain a two-person administrative model (primary and backup) to avoid single points of failure; keep both contacts up to date in the platform. Document and version-control your configuration (role permissions, season templates, fee schedules), and schedule quarterly reviews with support to align on upcoming season changes.

Finally, create an internal runbook that includes the ticket checklist above, escalation contacts, scheduled maintenance windows, and decision thresholds for when to open a P1 vs P2 ticket. This reduces mean time to resolution and keeps your officials and stakeholders satisfied during the season.

How to get money from ArbiterSports?

ArbiterSports provides four simple ways to receive your Arbiter Pay funds: 1.) Transfer the funds to a bank account, 2.) Instant Transfer, 3.) Transfer the funds to the Arbiter Pay Debit Card, or 4.)

Is family ID the same as ArbiterSports?

Arbiter and FamilyID have joined forces and are now operating as one!

How long does it take to get paid on ArbiterSports?

Your payments will be available immediately, and you can track and manage your payments through multiple reports and features.

How do I talk to someone at Rocket Money?

Chat with Support: the quickest way to get in touch with the Support team. Available on the Rocket Money app or click here to start a chat with our Support team. Email with Support: send an email to [email protected] from the email address associated with your Rocket Money account.

How do I contact ArbiterSports?

CONTACT US
You may also contact [email protected] or call 1-800-311-4060.

Where is ArbiterSports located?

Sandy, Utah
The company is based in Sandy, Utah.