At Trackunit, we prioritize support tickets to ensure a swift and effective response to the issues that matter most to you.
This categorization determines the speed of our response, as outlined in your SLA.
Note: All support tickets that are requested via the Messenger are categorized as either “Critical” or “Non-Critical” based on the impact on your operations.
All incoming emails will automatically appear as non-critical.
For a quicker response time to critical issues, make sure to use the Messenger.
Below is an overview of which issues or tasks are categorised as “Critical” and “Non-critical”:
Critical issues (receive faster response):
Incidents (major service or data disruptions)
Trackunit platforms or tools are not accessible
Outages
Asset not working
Asset 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.
💡 Tip:
Need more help?
Click on the Messenger icon in the lower left corner to get in touch with Customer Support.