NBA ARMS/ AMBRA Overnight Support

METHODS OF TICKET ENCOUNTER

1. NBA ARMS Platform Open Ticket on FreshDesk- User creates ticket by email to NBAsupport@athleterms.com. (user email automatically creates a new ticket on FreshDesk)
2. Emails by users with attachments will automatically appear within FreshDesk. 
3. Users that email Support@athletterms.com will appear on FreshDesk under General Support. 
   1. NBA users under General Support on FreshDesk must be assigned under NBA Group. 
4. Emails directly from NBA user must be immediately forwarded to NBAsupport@athleterms.com prior to response. 
   1. Original email from user and your response will be enable on FreshDesk. 
5. NBA Support (607-350-2650) –Dedicated support line with Athlete RMS agents available 24/7. 

SUPPORT PROVIDED

Purpose: Adequate Level 1 support to NBA clients and ability to escalate any inquiries to the appropriate ARMS Level 2 support staff if necessary.

NBA SUPPORT CALL

1. Answer incoming call.
2. Introduce yourself and ask how you can assist. 
3. After client explains their issue, determine if it is an ARMS, AMBRA, or NBA office issue.

COMMON NBA ARMS INQUIRIES

1. Ambra Inquiries (see NBA Appendix A)
   1. Image Pushing 
   2. Consultant Image Sharing 

    2.  ARMS Inquires (see NBA Appendix B)

1. New User Registration
2. Athlete Look Up -Athlete Management 
3. Internal Consultant Management 
4. Hide a Note (Client requests to delete an event)

NBA Office Contact: 

NBAHelpdesk@nba.com 

(201) 974-6123

NBA ARMS Contact:

nbasupport@athleterms.com

(607) 350-2650