CourtReserve offers three levels of support designed to match the needs of your club. Your support tier is included with your CourtReserve plan. This article explains what's included in each tier, how response times work, and what to expect when you reach out to our team.

CourtReserve offers three structured support tiers designed to align with your club’s plan and operational needs. Each tier builds upon the previous one, adding expanded access, faster response times, and additional consulting resources to support your growth.

Standard Support, included with the Launch Plan, gives you access to our 24/7 AI Agent for instant answers anytime, plus email and ticket-based support for questions that need a human touch.

Priority Support, included with the Advance Plan, adds live chat and scheduled consulting calls so you can get real-time help and expert guidance when you need it most.

Premium Support, included with the Momentum and Enterprise Plans, delivers enterprise-level response times, more consulting access, and exclusive benefits for high-growth clubs.

Premium Support customers skip the standard support queue. When you contact support, your Premium status is recognized automatically. You’ll be presented with dedicated options and connected directly to a specialist if that is your choice.

If your issue is not acknowledged within 4 hours during business hours, it is automatically escalated to a team lead. This ensures your club never waits in line behind lower-tier requests.

In addition to your included support tier, CourtReserve offers optional services for clubs that need deeper guidance, expanded access, or more hands-on partnership. These add-ons provide flexible ways to enhance your support experience beyond your standard plan benefits.

Need extra guidance outside of your included calls? You can purchase additional one-on-one consulting sessions at any time.

Consulting calls are delivered by the CourtReserve support team. Sessions are 60 minutes and must be booked in advance. Unused calls do not roll over to the following year.
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To purchase additional consulting calls, contact our support team or reach out to your account manager.

The Premium Partnership gives you a named Specialist dedicated to your club — reserved weekly hours, same-day response, and proactive optimization support.

Availability: The Premium Partnership Program is limited to a maximum of 25 active clubs at launch to ensure every partner receives dedicated, high-quality service. If capacity is full, clubs will be added to a waitlist. Contact your account manager to check current availability.

To learn more or get started, contact your account manager.

Our SLAs are a commitment to respond to your request within the timeframes listed — not a commitment to fully resolve or solve your issue within that window. Once we respond, our team will communicate clearly on next steps and expected timing.

Response time SLAs are measured during CourtReserve business hours:

Tickets and messages submitted outside of business hours will begin SLA timing at the start of the next business day.

If you're reporting a bug or platform defect, our team will acknowledge and triage your report within your plan's SLA window. However, fix timelines for confirmed bugs are determined by our engineering team based on severity and impact and are not subject to the same SLA commitments.

Our team will keep you informed on status and next steps throughout the process.

A response is a reply from a CourtReserve team member or our AI Agent acknowledging your ticket and providing next steps or an answer.

Your SLA clock starts at the beginning of the next business day. For example, a ticket submitted Saturday at 7:00 PM ET would begin SLA timing Sunday at 9:00 AM ET.

Your support tier is tied to your CourtReserve plan. To access a higher support tier, contact your account manager to discuss plan options.

Regular support handles day-to-day questions, troubleshooting, and platform issues. Consulting calls are scheduled 60-minute sessions for deeper guidance on configuration, workflow strategy, and club operations. Calls are delivered by the CourtReserve support team and must be booked in advance.

Scheduled calls are coordinated through your support team. Reach out via email or live chat to book your next session.

Our team will continue working with you through follow-up responses. Complex issues may require multiple interactions or escalation to a specialist.

The Premium Partnership Program is capped at 25 active clubs at launch. This ensures every partner receives the dedicated attention the program promises. If spots are full, you can be added to a waitlist — contact your account manager for current availability.

Premium Support tickets skip the standard queue and are routed directly to a senior specialist. If your issue is not acknowledged within 4 hours during business hours, it is automatically flagged for team lead review. You will always receive a status update within your SLA window.