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How are Support Tickets prioritized at Trackunit?

Read about how support tickets are prioritzed by Tech Support at Trackunit to adhere to your Service-Level-Agreement (SLA).

Updated over 11 months ago

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".

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