How do I purchase an passport to access an event? What is your refund policy? Who do I contact with a complaint about the broadcast production? Why are live stats not available for every game? Also keep in mind that the stats might not be entered immediately on site, which can result in delays in the live stats. Why are the live stats frozen or not synced up with the audio or video? If the on-site stats computer is experiencing technical difficulties, the live stats will not update. Please complete all of the form fields and provide as much information as possible before submitting the ticket. Keep in mind that many clients choose not to archive some or all of their events, or choose to password-protect their archives.
While Stretch Internet does NOT produce the broadcasts and makes no warranties about the content of any broadcast, we can relay your comments or concerns to the school producing the event. If you don't have any issues with the audio or video playback, but have a complaint about an element of the production, you can use the "Submit Support Request" link inside the "Help" tab. You can follow these steps to purchase a passport: Streaming traffic uses a different protocol and transfer mechanism than live stats, so it's virtually impossible to guarantee a perfect sync between the two. What do I do if I'm still experiencing issues? Please complete all of the form fields and provide as much information as possible before submitting the ticket. If you are asked for a password prompt, please contact the client directly if you're like to request access. Examples of production-related complaints include poor camera operation, mispronunciations, factual inaccuracies, etc. Also keep in mind that the stats might not be entered immediately on site, which can result in delays in the live stats. You should always ensure your systems are compatible with the minimum requirements outlined in the Stretch Internet FAQ section on the portal. Are the live broadcasts available for archived viewing? Additionally, some schools choose not to utilize our live stats service, while others only provide live stats for home games, and that can also be contingent on the availability of a high-speed Internet connection. You can open a support ticket by clicking on the "Submit Support Request" link inside of the "Help" tab. You can expect to promptly hear back from a member of our support team. Archived broadcasts will be available in the "On Demand" tab of the portal. Keep in mind that many clients choose not to archive some or all of their events, or choose to password-protect their archives. Who do I contact with a complaint about the broadcast production? If you have purchased a season or all-access pass that includes the event in question, a pro-rated refund will be issued upon request. How do I purchase an passport to access an event? Why are the live stats frozen or not synced up with the audio or video? What is your refund policy? We contact our schools when the stats have not been updated for 5 or more minutes, but you're also welcome to contact us using the support link if you think there might be an issue. If you experience difficulties during a live event, you should contact us immediately so as to allow our support staff a chance to remedy any issues in a timely fashion. Video archives are generally available almost immediately following the event. Keep in mind that our staff manually edits and prepares the archives for most audio-only events before they are posted to the portal, so please allow up to 72 hours or more for those to become available. Why are live stats not available for every game? If the on-site stats computer is experiencing technical difficulties, the live stats will not update.
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