Summit NSO Admin vs AMS Support Team
Who does what in Summit?
The Summit support model uses a shared responsibility approach. Each National Sporting Organisation (NSO) appoints a Summit NSO Admin to support their sport locally, while the HPSNZ Summit Support Team provides system-wide support, administration, training, and technical expertise across all sports.
At a Glance
Area | NSO Summit Admin | Summit Support Team |
Primary Focus | Supporting users within their sport | Supporting Summit platform across all sports |
User Support | First point of contact for athletes, coaches and support staff | Escalated support, troubleshooting and system expertise |
User Access | Identifies who needs access and approves requests | Creates, provisions and changes access in the system |
Onboarding | Coordinates onboarding within the sport | Delivers onboarding processes, training and technical setup |
Permissions | Determines appropriate access for sport users | Implements permissions and security settings |
Training | Promotes and reinforces local adoption, delivers training | Develops training materials and delivers support training |
Configuration | Manages sport-specific administration settings | Manages platform-wide configuration and standards |
Issues & Bugs | Raises issues and enhancement requests | Investigates, resolves and coordinates fixes |
Data Quality | Maintains user and sport information | Supports data quality checks and data management processes |
Relationship | Represents the sport | Represents the platform |
Summit NSO Admin Responsibilities
Summit NSO Admin acts as the local Summit champion and coordinator for their sport. They help users get the most value from Summit and act as the bridge between their organisation and the Summit Support Team.
Key Responsibilities
User Management
Support the lifecycle of users joining, changing roles, or leaving the organisation.
Identify new users requiring access.
Request changes to permissions and access levels.
Notify the Summit Support Team when users need to be activated, deactivated, or updated.
Coordinate athlete, coach, and support staff assignments.
First-Line Support
Answer day-to-day "how do I?" questions.
Help colleagues navigate the system.
Troubleshoot basic issues before escalating.
Direct users to available training resources and guides.
Sport Administration
Manage sport-specific administration pages and settings.
Oversee user management activities within their sport.
Help ensure users are using the system correctly.
Escalation and Communication
Raise bugs, issues, and enhancement requests on behalf of users.
Act as the liaison between the sport and the Summit Support Team.
Communicate system updates and support information to users.
Adoption and Governance
Encourage consistent Summit use across the sport.
Coordinate onboarding and training activities.
Help ensure privacy, access and data governance requirements are followed.
Summit Support Team Responsibilities
The AMS Support Team provides centralised platform support, administration, training, configuration and technical expertise for all Summit users and sports.
Key Responsibilities
Platform Administration
Provision and manage user access.
Configure permissions and security settings.
Maintain identity and access management processes.
Support onboarding across all sports.
Application Support
Investigate support requests and incidents.
Resolve platform and workflow issues.
Manage ticketing and support processes.
Escalate issues to development teams when required.
Technical Support
Troubleshoot system problems.
Manage integrations and data ingestion issues.
Conduct data quality checks.
Coordinate with developers and infrastructure teams for complex issues.
Training and Knowledge Management
Develop training materials, guides and knowledge articles.
Deliver onboarding and induction sessions.
Maintain self-service support resources.
Support super users and NSO Admins.
Continuous Improvement
Manage enhancement requests.
Gather user feedback and requirements.
Support system improvements and roadmap delivery.
Work with business analysts, developers and product owners to improve Summit
Reporting and Data Support
Support data quality initiatives.
Assist with reporting and dashboard issues.
Provide specialist analytics support where required.
Help users understand and use Summit data effectively.
Key Differences
NSO Summit Admin = "Support My Sport"
The NSO Summit Admin:
Knows the people, processes and structure of their sport.
Helps users day to day.
Coordinates access requests.
Escalates issues.
Drives adoption locally.
Summit Support Team = "Support the Platform"
The Summit Support Team:
Owns platform administration and technical support.
Configures and provisions the system.
Resolves platform issues.
Maintains training and support resources.
Coordinates fixes and enhancements across all sports.
Simple Rule of Thumb
✅ NSO Summit Admin:"I support my sport and help my users."
✅ Summit Support Team:"We support the Summit platform and ensure it operates effectively for everyone."
This division allows local sport knowledge to sit with the NSO while specialist system expertise remains with the Summit Support Team.