Comprehensive Guide to Support at Geotab
Support Document
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This document is a resource designed to provide you, our Partner, with an understanding of our connected support ecosystem and user authentication processes, the availability of self-service tools, and details about the Partner Technical Support team.
EN-US - DE-DE - ES-ES - ES-LATAM - FR-CA - FR-FR - IT-IT - PT-BR
August 2024
PLEASE NOTE: This document is subject to change and updated on a regular basis. By viewing this document outside of Google Drive, Geotab cannot guarantee this document is the most up-to-date version.
Introduction
This document is a resource designed to provide you, our Partner, with an understanding of our connected support ecosystem and user authentication processes, the availability of self-service tools, and details about the Partner Technical Support team. Aimed to furnish you with comprehensive information about the support we offer, this guide is a testament to our commitment to providing you with the knowledge and resources necessary to deliver exceptional service to your Customers in the ever-evolving world of fleet management.
Our connected support ecosystem
Support at Geotab builds upon a well-trained Partner ecosystem. Customers engage with the Partner that they procure the majority of their Geotab subscriptions from. Geotab Partners are trained equally in the support of Geotab solutions. Some Geotab solutions require additional expert training for Partners to be certified in order to support the implementation and provide ongoing support.
Geotab Partners are responsible for the Customer Support for their respective Customers. All Partners must maintain in-house training and technical knowledge of the Geotab solutions that they sell, or they must outsource such support to a Geotab approved organization. Refer to the Geotab Partner Policies for more details regarding certain Customer support obligations that must be fulfilled by Partners.
User authentication process
Geotab is committed to robust information security, continuously enhancing its security measures in an ongoing effort to protect Partners and Customers.
Geotab team members will never share Customer information (for example, asset locations or account details) without proper authentication. Exporting Customer data or editing Compliance logs/annotations is strictly forbidden.
Geotab Support can guide Partners and Customers with database modification inquiries as part of our support process. To ensure privacy and security, we follow these account authentication procedures:
- Obtain user identity, including the Partner representative's full name, the Customer's full name, and the company or database name.
- Confirm MyAdmin (Global User) or Basic Authentication Security Standards.
- Confirm User Profile in the MyGeotab Database.
- Determine User’s Security Clearance and Data Access Level.
✱ NOTE: For general support questions, RMAs, and forced password resets, no authentication is required. This also applies to inquiries that do not need database access, such as basic troubleshooting, instructions, or general information about products or devices. Geotab Support can assist with these matters without considering your security clearance or data access level.
Visit our Geotab Security Center to learn more about Geotab’s security and privacy policies.
Self-initiated tools
Geotab is committed to streamlining processes and fostering autonomy by providing tools that allow our Customers and Partners to independently resolve their queries without the immediate need to engage with a Geotab Support agent. This section highlights our suite of self-service tools, each crafted to enhance the Geotab experience for users by offering targeted support and resources. These tools can be used by both Customers and Partners who use Geotab products.
MyGeotab in-application new user onboarding
Perfect for new users requiring a guided introduction to MyGeotab (available since January 2024 for new databases only). New users are greeted with an intuitive dashboard featuring preloaded interactive charts, which transition from sample data to real-time metrics as users integrate their assets. To further enhance ease-of-use, the system now auto-activates six essential rules for new databases, streamlining the setup process and ensuring that users immediately tap into the platform's full potential.
MyGeotab in-application help
Ideal for immediate, context-specific assistance within the MyGeotab platform. Users can access a comprehensive Q&A library by clicking the Question mark icon.
Geotab Support Center
The Geotab Support Center provides all Geotab’s support documentation in one searchable place. The website offers product support content and self-service tools for the products Geotab supports.
Geotab Academy
Geotab Academy is made available to users of MyGeotab globally in multiple languages linked from the Geotab Support Center. It includes a video training library that provides training to new users or refresher training for existing users on the fundamentals of zone creation, rules creation, organizing people and assets into groups, and more.
Geotab Community
We encourage Geotab users to join the Geotab Community for self-service product education. The Geotab Community is a forum where users can solve problems, search for Knowledge Articles written by Geotab Support, share their knowledge and product feedback, learn about SDKs, Geotab products, and how other users are using Geotab products. The Geotab Community is for everyone – it harnesses the knowledge of the entire Geotab ecosystem to sustainably scale support for all members of the Geotab ecosystem. The platform allows members to solve their own, or each other’s challenges, while connecting Community members to Geotab experts and other Community members.
The Geotab Community also has a Knowledge Base where Community members can browse through How-To and Q&A articles, written by Geotab teams in the following categories:
- MyGeotab
- Compliance Products
- Expandability
- Hardware and Firmware
Geotab Live Chat
Geotab users can connect with a Support Agent through Live Chat. We are available 24 hours a day, seven days a week. Live Chat is available in English, French, and Spanish. You can access Live Chat within Geotab Community, MyGeotab, or from our Homepage.
Partner Technical Support team
The Partner Technical Support team is equipped with specialized knowledge of Geotab systems and infrastructure and supports Geotab Partners that resell Geotab solutions.
Partner Support team responsibilities
- Serving as the initial and single point of contact for Partner inquiries, whether submitted through MyAdmin or Phone Support.
- Leveraging deep technical knowledge and sophisticated internal tools for effective troubleshooting.
- Bridging the gap between Customers and Partners, and seamlessly connecting them with the Geotab Solutions Engineering and Technical Engineering teams, as needed.
Contacting the Partner Technical Support team
Geotab’s Partner Technical Support team provides support through ticket submission within MyAdmin (recommended best practice) and by Phone Support. Geotab monitors and manages the responsiveness and availability to support these contact channels. Partners can reach Geotab’s Partner Technical Support team by calling the following numbers:
- Australia: +61 1 (800) 518071
- Brazil: +55 (800) 7610116
- France: +33 (801) 840604
- Germany: +49 (2407) 5020599
- Italy: +39 (800) 740481
- Mexico: +52 (800) 2833482
- North America: 1-877-960-2436
- Spain: +34 (900) 423896
- UK: +44 (800) 3689767
Partner Technical Support team hours of operation
Language | Phone Support | MyAdmin Ticket Support |
English | 24-7 | 24-5 9:00 PM Sunday EST - 9:00 PM Friday EST |
Partners are encouraged to call the dedicated Partner Technical Support number or the appropriate Geotab Support number listed in the Contacting the Partner Technical Support team section, and provide the following information for the most efficient service:
- Customer Name
- Company Name
- Database Name
- Contact information
- Relevant ticket numbers associated with the inquiry
Providing these details enables Geotab to deliver better service and more promptly address any concerns.
✱ NOTE: Omitting this information could lead to delays in service, as it may take additional time to gather the necessary details to assist with the inquiry.
Escalation paths
Escalation Level | Escalation Type | Description |
First Level Escalation | Geotab Helpdesk | In the original ticket, request the Helpdesk to consider increasing the Priority.
✱ NOTE: See the Contacting the Partner Technical Support team section for details. |
Second Level Escalation | Geotab Partner Account Manager | Should you find that your issue remains unresolved, reach out to your Partner Account Manager for further escalation to the relevant teams.
You have the option to copy your Partner Account Manager on the existing Geotab Support ticket, or forward the ticket to them with additional context. Be advised that their response time may vary based on their current availability. |
Third Level Escalation | Geotab Escalation | If your issue persists after contacting your Partner Account Manager, please email GeotabEscalations@geotab.com for further assistance.
Forward your existing Support ticket along with any additional context.
✱ NOTE: Response times may vary depending on availability. |
! IMPORTANT: In the event of major system failures or significant performance degradation of Geotab services, classified as Priority 1 and 2 scenarios according to our Priority matrix, we strongly recommend contacting our Support team by phone for the most efficient escalation. Geotab On-Call Services are available for managing critical system failures or significant performance issues with Geotab's services and servers.
Service Level Objectives (SLOs)
The following table provides additional information regarding the Priority Levels along with the timeframe for each target used by Geotab to prioritize support requests. Priority defines the order in which an issue will be resolved. The Priority category depends both on the Impact (initially provided by the Partner) and Urgency (as determined by Geotab Support) levels. For more information, refer to the Appendix to understand Geotab’s Priority matrix.
The following Priority Levels and SLOs apply to Geotab products and services, including Geotab hardware, MyGeotab, and Geotab Drive. The SLOs outlined herein are objectives only; Geotab will use commercially reasonable efforts to meet these SLOs.
! IMPORTANT: Geotab’s goal is to respond to and resolve 80% of all Support requests within the SLOs in the following table.
Priority Level | First Response SLO | Update SLO | Workaround SLO | Resolution SLO |
Priority 1 | 30 minutes from creation of a Trouble Ticket created through Phone Support or from time of reclassification by Geotab | Every 1 hour from receipt of initial notice. | 4 hours from receipt of initial notice. | 2 calendar days from receipt of the initial notice. |
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Priority 2 | <8 hours from creation of a Trouble Ticket created through Phone Support or from time of reclassification by Geotab. | Every 2 hours after the first response. | 8 hours for outages, 24 hours for degradation, from receipt of initial notice. | 7 calendar days from receipt of initial notice. |
Priority 3 | Initial Automatic Response: 2 hours within support work hours Acknowledgement by team member: 24 hours | As agreed upon with the Customer or Partner within the ticket. | 4 calendar days from receipt of initial notice. | 15 calendar days from receipt of initial notice. |
Priority 4 | 24 hours | As agreed upon with the Customer or Partner within the ticket. | N/A | 6 weeks |
✱ NOTE: The SLOs set do not apply to third-party product services including but not limited to OEM Telematics Data products and solutions, products ordered from Order Now, and Marketplace products. SLOs for these third-party products may vary, as they require involvement from third-parties.
The following items are not classified as standard Geotab Support requests and are excluded from these SLOs:
- Product feedback (previously referred to as “Feature Request”): Refer to the guide on How to Submit Product Feedback to Geotab for more details.
- New engine data request for an unsupported vehicle: Use the Feedback Hub to request Vehicle Data Request.
- Billing, order, and fulfillment inquiries: Geotab Support serves as the initial point of contact. We ensure that your inquiries are properly reviewed and directed to the appropriate team within Geotab for further assistance.
The following table describes the types of SLOs that correspond to each Priority Level respectively.
Target | Description |
First Response SLO | The initial notice to the Requester confirming receipt by Geotab of the support request. |
Update SLO | Updates provided on resolution activities. |
Workaround SLO | A temporary solution to restore service as quickly and as safely as possible if/when available. ✱ NOTE: A workaround may not always be possible, in which the case timeframe defaults to Resolution SLO. |
Resolution SLO | A permanent fix based on the root cause. |
Additional resources
The following table includes additional Support resources that are provided for Partners.
Resource | Description |
Software Development Lifecycle at Geotab | The Software Development Lifecycle at Geotab follows a continuous integration methodology. Geotab has releases which introduce new features and fixes, as well as patches aiming to fix issues that cannot wait for a new release. At a high-level, Geotab’s Quality Assurance (QA) process encompasses both functional testing (unit, integration and system tests) and non-functional testing (performance, security, usability). |
MyGeotab Service Level | MyGeotab is a hosting service for Geotab GO fleet products and its online portal. Geotab’s hosting services provide a stable and highly available hosting system for end-users to avoid server and database issues. The MyGeotab Standard Service Level Policy document describes the basic levels of service included with the hosting. |
Geotab Partner Policies | The Geotab Partner Policies provide Partners with guidelines that enhance and clarify their working relationship with Geotab. The goal is to help deliver a seamless and positive experience to Customers while growing the shared reputation and brand value of Geotab Partners in the marketplace. |
Geotab Disaster Recovery | The Disaster Recovery Plan (GRIDIRON) describes Geotab’s policies and procedures for technology disaster recovery, as well as its process-level plans for recovering critical technology platforms. The objective of the GRIDIRON is to develop, document, and test a structured and easily understood plan. This helps the company recover as quickly and effectively as possible from an unforeseen disaster or emergency interrupting public information systems and business operations. ✱ NOTE: The Disaster Recovery Plan document may be modified at any time. |
Geotab’s Technical and Organizational Measure Statement | The Geotab Technical and Organizational Data Security Measures Statement (TOMS) provides an overview of the technical and organizational data security measures Geotab has implemented as the standard approach. |
Disclaimer
! IMPORTANT: This document is subject to change. By itself, this document does not create binding obligations or liability towards Geotab or Geotab Partners, Customers, or any other party. For further information on the purpose of this document, refer to the Introduction. This document is not intended to be distributed in any format other than a live version accessible through Google Docs. Geotab shall not be responsible for any failure to perform or delay in performing from any event or circumstance that is beyond our reasonable control. This includes, but is not limited to: carrier outages, coverage issues, vehicle-related issues, any event of force majeure, national or global emergency, public health emergencies of local or international concern, governmental act or direction, material change to applicable laws or regulations, breach, delay, act, or omission of any supplier, carrier, contractor, subcontractor, or business Partner, failure, outage, or unavailability of third-party network(s) or system(s), power outage or reduction, or natural disaster.
Appendix
Appendix A: Priority matrix, Impact and Urgency
Ticket Priority (Impact and Urgency)
Priority defines the order in which an issue will be resolved as determined by Geotab. The Priority category depends both on the Impact (initially provided by the Partner) and Urgency (as determined by Geotab Support) levels. Geotab Support organizes issues into one of four levels of priority:
| Critical Impact | High Impact | Medium Impact | Low Impact |
Critical-level Urgency | P1 | P2 | P3 | P3 |
High-level Urgency | P2 | P2 | P3 | P4 |
Medium-level Urgency | P3 | P3 | P3 | P4 |
Low-level Urgency | P3 | P4 | P4 | P4 |
Support tickets submitted through, MyAdmin, MyGeotab, Phone Support, Live Chat, and the Geotab Community are automatically categorized at Priority Level 4 or Priority Level 3 before they are triaged and (in the case of a Partner-initiated Support request) the ticket’s Partner submitted urgency is assessed and validated by Geotab Support for priority. Geotab Support may move the Priority Level from 4 or 3, to 2 or 1.
Ticket Impact
The Impact Level is the degree to which the issue affects the Customer. By providing an Impact Level, Geotab Support is able to correctly define the Priority and categorize tickets submitted by Partner and Customers.
The following table describes the levels of Impacts, with example conditions for each Level.
Impact Level | Description |
Critical |
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High |
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Medium |
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Low |
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Ticket Urgency
The Urgency Level is classified based on the functionality impact to the MyGeotab software, GO devices, and other Geotab services. It is important to understand that Geotab Support assigns the Urgency Level, taking into account the Impact as reported by the Partner or Customer.
Support Service Catalog
As a leader in telematics, we offer a variety of products and services designed to enhance your fleet management experience through innovative technology. Our catalog lists our offerings and associated support services to help streamline your support experience.
✱ NOTE: Services with Partner eligibility are offered for Partners to provide services directly to their Customers. Services with Customer eligibility are offered directly to Customers that have been enrolled in Support Services by their Partner.
GO devices, Harnesses, IOX, and GO Anywhere
Service | Description | Eligibility |
Hardware Data Reporting and Requests to Troubleshoot Quality Issues | For example, missing or invalid data (including odometer, seatbelt, fill-ups, engine hours, fuel data, engine fault), odometer jump issues, lack of SOC from EV or BEV, troubleshooting GO and GO Anywhere, and more. |
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Device Communication and Returns Support | For example, connectivity issues, firmware provisioning issues, SIM activation issues, lack of GPS data, or devices going offline. | |
Request to Troubleshoot or Activate IOX products | For example, IOX-IRIDIUM activations or deactivations, issues with reading IOX data, or IOX-NFCREADER not working. | |
Vehicle Communication Issues and Requests to Troubleshoot Battery Drain | For example, dash lights turning on or remaining off, vehicle battery drain issue, blown fuse, vehicle shut down, inability to shift gears or connect to scan tool, and more. | |
GO Devices, Harnesses, and IOX Installation and Usage Questions | For example, questions related to support documents and usage, troubleshooting and verification support for installations | |
Collision Reconstruction Report Request | Provide a report to explain the telematics data collected by the GO device prior to, during, and immediately following the reported incident. ✱ NOTE: We require two weeks to prepare the report. |
MyGeotab Platform
Service | Description | Eligibility |
MyGeotab Missing Data or Request to Troubleshoot Data Quality | For example, missing or invalid data (including odometer, seatbelt, fill-ups, engine measurements, fuel data), lack of data in reports, lack of email report notifications, failing Security Assertion Markup Language (SAML), lack of data from Geotab Data Connector | |
Request for Assistance to Configure MyGeotab | For example, instructions on how to configure reconstruction rules, add fuel Add-In, DVIR rules, add Tachograph module, FBT Add-In, and more. | |
MyGeotab API, Questions related to SDK Integrations | For example, SDK integrations not receiving data, failing API requests, data flow issues, and more. |
Compliance (HOS/ELD)
Service | Description | Eligibility |
Discrepancy in MyGeotab Compliance Interface and/or Integrations Support issue, DVIR Issues | For example, Geotab Drive SDK issues, discrepancies with D and ON type HOS logs, Availability and Violations discrepancies. | |
Inaccurate HOS logs and Trip Categorization Issues | For example, providing an analysis for historical events, including incorrect automatic HOS logs, and reports of invalid HOS Availability or Violations, ensuring clarity and accuracy in your Geotab Drive user experience. | |
IFTA Report issues, FMCSA Log transfer issues | For example, IFTA reports are blank or unable to transfer logs to FMCSA. |
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OEM Fleet / Custom Telematics Devices
Service | Description | Eligibility |
Missing OEM Vehicle Data, Data Quality Issues or Request to Troubleshoot OEM Communication Issues | For example, lack of trip reporting or ignition logs, odometer jumps, disordered GPS logs, missing SOC, not updating location, not sending logs to MyGeotab, OEM activation issues, and more. | |
Custom Telematics Device Data Quality Issues or Request to Troubleshoot Device Communication Issues | For example, lack of data flow in third-party devices or third-party devices not communicating with MyGeotab. |
MyAdmin Platform
Service | Description | Eligibility |
MyAdmin API or Request to Troubleshoot SDK Integrations | For example, SDK integrations not receiving data, failing API requests, API errors, failing Security Assertion Markup Language (SAML), and more. | |
Request for Assistance to Configure MyAdmin | For example, instructions on how to configure or add a new Customer, questions on functionality, use of Order Management page, and more. | |
Invalid or Missing Data or Request to Troubleshoot Data Quality | For example, Monthly Billing report issues, device activation issues, missing products from Store, issues logging in to MyAdmin, issues with Data Sharing functionality, and more. | |
BIlling Inquiries and Issues, CO-OP Reimbursements, Device Reactivations, or Billing Transfers | For example, incorrect pricing or billing, missing Monthly Billing report, promo code not working, device transfer to another account, deactivation or reactivating pricing information, and more. | |
Order Inquiries and Issues | For example, shipping estimates, adding more products to an existing order, or inquiries related to a missing order after shipment, and more. |
Keyless and Mobility Solutions
Service | Description | Eligibility |
Inquiries Related to Keyless Hardware and Return Requests | For example, faulty keyless harness, keyless order issues, keyless activation issues, and more. | |
Issues with Sending Commands via Bluetooth and Over-the-Air | For example, unlock or lock command not working, unable to turn vehicle on or off, cannot lock vehicle, unable to drive vehicle, immobilizer does not engage or disengage, and more. | |
Keyless Monitor Issues or request to Troubleshoot API Issues | For example, devices cannot be found in Keyless Monitor, device is on the incorrect Rate Plan, cannot send virtual keys, unable to communicate or unknown responses to API, issues with continuous connection, errors setting keyless tenant errors, and more. |
European Compliance and Tachograph
Service | Description | Eligibility |
UReader Data Issues, Return Requests, or Request to Troubleshoot Cold Chain Hardware Issues | For example, CANBus UReader issues, UReader installation checks, UReader does not turn on, missing UReader parameters, lack of CANBus data, or issues with company cards, and more. | |
Tachograph set up Issues, Request to Troubleshoot Tachograph Solution and DTCO Issues, RCS Issues and Asset Monitoring | For example, tachograph infringement issues, lack of downloads from tachograph, RDL non-compliance issues, or issues with RCS and DTCO, and more. |
Cameras and Advanced Driver Assistance Systems (ADAS) Sensors
Service | Description | Eligibility |
Incorrect or Missing Records or Data Quality Issues | For example, missing video recording, camera not recording, invalid camera rule, or camera or live video not working, and more. | |
Camera and ADAS Installation and Usage Questions | For example, camera not pairing, camera termination request, or assistance with downloading camera recording, and more. | |
Assistance with Camera API and SDK Integrations Questions | For example, SDK integrations not receiving data, failing API requests, or encountering API errors, and more. |
Public Works and Winter Operations
Service | Description | Eligibility |
Device Communication Issues, Return Requests, Installation Inquiries | For example, connectivity issues, device firmware provisioning issues, SIM activation issues, lack of GPS data, devices going offline, or validating installations, and more. | |
Missing Data or Data Quality Inquiry | For example, spreader controller not recording data, inaccuracies in Material Management Summary report, material rate or spread not recorded, or Public Works Add-In issues, and more. |
Data Analytics and AI
Service | Description | Eligibility |
Geotab Data Connector, DAAS, ADTS, or Requests to Troubleshoot Geotab Ace | For example, requests to troubleshoot Geotab data products and services, including Geotab Ace. | |
Altitude by Geotab | Altitude by Geotab is a separate line of business that provides transportation insights. For example, user management , API queries verification, and troubleshooting |
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Training Services
Service | Description | Eligibility |
Customer Training Services | Conduct onboarding and Geotab product training for new Customers that ranges from online training to instructor-led training, which depends on training type, class size and agreement between the customer and Geotab. | |
Partner Training Services | Complete pre-defined and customizable training programs that equip Partner teams with Geotab product knowledge to effectively acquire and support Customers. The training also enables Partners to join the Geotab Partner Program. |
Additional Operational Services
Service | Description | Eligibility |
Database Rename Request | Request to rename an existing database. Once complete, the database URL to access the database is also changed. | |
Data Resend Request | Request for resending historical data for a specific device, ensuring seamless data transition and integrity, especially during database changes. | |
Request to Migrate Lytx- Surfsight Camera Add-In | Request to migrate paired cameras from Lytx-Surfsight Add-In to MyGeotab Camera page | |
Request for Snapshot of Support Server and Database | Request to have a snapshot offer data that has been purged. This request is assessed on a case- by- case basis and a valid business case is required. | |
Stolen Vehicle Services Request | Stolen Vehicle Services is a series of features in MyGeotab supporting our Customers in cases of stolen vehicles. This service enables Customers to connect to a professional agent that locates the vehicle in collaboration with the public authorities. The service is currently available for Italy, United Kingdom, and Germany. |
Excluded Services
Excluded Service | Description |
Creation of Custom Reports | We do not modify a built-in report on behalf of a Partner or Customer. |
Administrative Tasks | We do not complete administrative tasks on behalf of a Partner or Customer, including user management, device and database management, exporting a template from a database, or importing data. |
Billing Changes in MyAdmin | We do not support or perform any action that can potentially cause billing changes on the Partner or Customer side — for example, changing billing, Rate Plan changes, and more. |
Third-party Hardware or Software | We do not support third-party hardware, unless Geotab sells the product. Geotab is only responsible for data flow within MyGeotab. |
SPR-RELAYKIT as Inhibitor | This refers to the use of the SPR-RELAYKIT as a starter inhibitor in combination with IOX Add-Ons. We will troubleshoot the Add-On to make sure it is functioning properly; however, if or when the issue is resolved, the Partner or Customer is responsible for troubleshooting the installation of the relay kit. |
✱ NOTE: Priority Handling for ELD Truck Issues
- Urgency Escalation —Hardware-related issues on ELD vehicles may be set to high priority to ensure compliance and reduce downtime. However, it will depend on the assessment of the case completed by the assigned agent. In case of any doubt, contact your help desk agent to reassess and update priority level.
- Resolution Deadline — Resolve ELD hardware issues within 8 days to prevent the vehicle from being sidelined.
For example, an ELD vehicle reporting no odometer data is changed to high priority for a swift resolution. Prompt handling of ELD cases is critical to maintain regulatory compliance and operational efficiency.
Appendix B: Geotab Support ticket status
The Geotab Support team uses the following statuses when updating tickets within Geotab’s ticketing system. It is important to understand each status as they are utilized in the calculation of Service Level.
Status Type | Description |
New | Refers to a request that was just received. This ticket has yet to be acknowledged by Geotab Support. |
Open | Indicates that the request has been viewed and acknowledged by Geotab Support. |
Pending Requestor | Indicates that Geotab Support is unable to proceed with a resolution to the ticket as they require more information from the Customer or Partner. To prevent a backlog of tickets that may no longer require additional support, Geotab has created the following notification schedule to remind Ticket Requesters to update their ticket with required information during the time-based intervals as follows:
✱ NOTE: Geotab Support may provide additional follow-ups by ticket or phone outside this system-generated notification schedule to attempt to expedite a resolution. |
Internal Wait | Indicates that the Support request is awaiting a resolution from another department within Geotab. This typically means Geotab Support is waiting on the Engineering and Development teams for an update. |
External Wait | Indicates that the Support request is awaiting action or a resolution from external Partners, such as OEMs or third-party technology providers (for example, Surfsight). Additionally, it encompasses situations where the resolution is dependent on external service providers, including but not limited to wireless carriers, when they are integral to the support issue at hand. |
Solved | Indicates that the support agent has resolved the support issue or the ticket has been Pending Requester for seven calendar days with no update. Solved tickets are closed after 14 calendar days. Until a ticket is closed, the Requester can reopen the ticket. For example, the Requester may state that they are still experiencing the support issue after Geotab Support has marked the issue as Solved, and reply to the ticket email notification to reopen the issue. |
Closed | Indicates that the ticket is complete and cannot be reopened. However, Customers and Partners can create follow-up tickets for Closed requests to correspond with Geotab Support. |
