We provide technology infrastructure for thousands of clubs and oversee millions of student website interactions every year across our vast hosting network. Whether it's ClubManager by BMABA, our SEO or Analytics platforms, Managed Wordpress hosting, our drag and drop site builder or WordpressbyBMABA - among many others - there's no other martial arts association with access to such a wide range of tech for clubs.
With such a unique and often 'first-time' provision for many clubs, it's inevitable that from time to time clubs and instructors will need support setting up, getting started and building their online presence. And we're here to help.
Support SLAs
Please bear in mind that we are not GoDaddy or a similar multi-million pound hosting company. We don't have rows of call-centres and we can't provide the same sort of 'call 24/7' support, although sometimes you'll find that sort of support leaves alot to be desired!
What you will find is a dedicated, specialist team in-house who know the tech through and through, and are absolute experts with the platform in hand.
For us to effectively offer the huge infrastructure of tech we make available for often less than an insurer would be for the insurance alone, we need to ask you to work with us in terms of 'load-balancing'.
If you have a genuinely urgent support needs, please use web chat and let us know it's critically urgent. Please only do this when that's the case - such as your website is offline, there's a security issue or your site won't allow you to undertake critical functions like bookings.
If it's not critical, we'll still try and help as quickly as possible but we do ask for up to 5 working days for non-urgent issues, although it's usually faster.
We can only provide help for support issues arising from our software or technology. If your site isn't working because of your changes, your content, or something else relating to a third party plugin (a plugin not controlled by BMABA) we can't guarantee support or fixes.
Our team will often go into your site setup and provide 'above and beyond' support - this means technical help with other developer's plugins, with websites or software that isn't our responsibility, or with design help (which is far outside of the SLA for support). We'll do this whenever we can to help, but it has to be beared in mind please that it isn't something we can guarantee for you, or something we're obliged to do.
We'll work with you and discuss frankly the boundaries of any support, or the expected time frames. All of our plugins and hosting is offered 'as is' but we will do our absolute best to assist wherever and whenever we can.
We won't tolerate abusive, dismissive or confrontational behaviour, nor will we accept clubs constantly misleading our development team about 'urgent' matters which are not. We reserve the right to decide on priority and to use our discretion to decide on where the scope of responsibility ends.
This is in line with our terms of membership and our conditions of use.
Please note that whilst we will do all we can to help with third party software issues, failings around things like Stripe Payments, WooCommerce and other related software falls outside of our responsibility. We will do what we can to help, but you may need to reach out to the software providers directly.