At Trackunit, we prioritize support tickets to ensure a swift and effective response to the issues that matter most to you. All support tickets opened with Tech Support are categorized as either “Critical” or “Non-Critical” based on their impact on your operations.
This categorization determines the speed of our response, as outlined in your SLA .
Below is an overview of which issues or tasks are categorised as “Critical” and “Non-critical”:
Critical issues (receive fastes response):
Incidents (major service or data disruptions)
Trackunit platforms or tools are not accessible
Outages
Machine not working
Machine not accessible
Theft/recovery
Data-loss
Outbound API data not flowing
Non-Critical issues:
Asset activation
Asset ownership transfer
Asset cancellation
Meta-data change
Single asset issue
Account settings/setup
Feature request
Minor bugs/issues
Inbound API data not showing
Other
Many answers to the Non-critical issues can be found by exploring our Help Center or diving into our Community where you can ask questions or get peer-to-peer and expert help and advice.
To reach out to our Customer Support team, open the Messenger in the lower left corner of this page, and click on "Messages" --> "Send us a message".