This document is intended to be a general guide for how a reseller should approach an issue prior to escalating the issue to Geotab support. As this is a general guide, there will surely be specific cases which are outside the scope of this document. In all cases, please document as much information as possible prior to escalating issues to Geotab support. By doing this, issues will be resolved more quickly and the end user will be happier with the product they are using.
First, identify the nature of the problem. For example:
Note: Geotab support does not handle account or sales related issues. Please contact your account manager in the event that these issues arise.
Step 2: Gather the necessary details about the problem
In the case of hardware issues:
Regardless of almost any hardware problem, always make sure that the user has checked each and every connection. The vast majority of problems you will encounter are because the hardware isn’t connected securely.
Note: When contacting Geotab support with a non-functional device, there is only so much that can be investigated without device-communication. If possible, Geotab support may request that the hardware be installed in a second vehicle. (Ideally a vehicle that already has working hardware in it.) Doing this can help assist Geotab support in diagnosing the issue.
In the case that the issue is MyGeotab related:
Note: For security reasons, Geotab employees are not to set passwords, or handle any sensitive user information.
Step 3: How to reach out to Geotab support
Reaching out to Geotab support can be done by following this link: myadmin.geotab.com/contact.html
Please note that our regular helpdesk office hours are from 9:00-17:00 EST, Monday through Friday. After creating a ticket, one of Geotab’s support representatives will respond as quickly as possible.
A full-page version of this flowchart can be found here.
Copyright © Geotab Inc. 2015 - All Rights Reserved | www.geotab.com | Rev 1.0 - 10/2015