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
October 2026
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 give you, whether a Geotab Partner or a Customer supported directly by Geotab, an understanding of our connected support ecosystem and user authentication processes, the availability of self-service tools, and details about the Geotab 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 and the fleets you serve with the knowledge and resources necessary to succeed in the ever-evolving world of fleet management.
Our connected support ecosystem
Support at Geotab builds upon a well-trained Partner ecosystem. Many Customers engage with the Partner from whom they procure the majority of their Geotab subscriptions. Geotab Partners are all trained 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 also provides support directly to Customers — for example, where a Customer holds a direct support agreement with Geotab, or where a Partner has arranged for Geotab to manage support on their behalf. Geotab is committed to all of our Customers: whatever your support model, you are always welcome to reach out to Geotab Support for assistance with Geotab products and services.
Unless supported directly by Geotab, Geotab Partners are responsible for the Customer Support for their respective Customers and must maintain in-house training and technical knowledge of the Geotab solutions that they sell. Alternatively, Geotab Partners may 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 prohibited.
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 full name of the person contacting Support (Partner representative or Customer), 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.
Geotab Virtual Agent Live Chat
Geotab users can get immediate assistance 24/7 through our chat feature, accessible from the Geotab Support Site, MyGeotab, or our Homepage. The user’s experience will start with the Geotab Virtual Agent (GVA), an AI-powered chatbot designed to provide instant answers to your questions. Users can ask to speak with a live support agent at any point in the conversation. Live Chat is available in English, French, and Spanish.
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 (https://support.geotab.com/) is Geotab's single home for support content. It brings together support documentation, product updates, training, and community discussions in one place.
Start with AI-powered search: ask a question in your own words to get an answer drawn from across the Support Center, then go straight to the article, training, or discussion you need.
The Support Center includes:
Help Articles — browse How-To and Q&A articles written by Geotab teams, covering MyGeotab, Compliance Products, Expandability, and Hardware and Firmware.
Product Updates —the latest news on new features, enhancements, and changes across Geotab products.
Geotab Academy — part of the Geotab Support Center, is available to MyGeotab users globally in multiple languages. Its video training library offers training for new users and refreshers for existing users on fundamentals such as creating zones and rules, organizing people and assets into groups, and more.
Waypoint — Geotab Academy also hosts Waypoint, a live, expert-led group training program delivered on a recurring weekly schedule. Sessions include a Welcome to Geotab introduction, Topic Deep Dives on rotating themes, and Ask Me Anything live Q&A with a Geotab subject matter expert. Users self-register for the session that fits their topic and schedule, and session recordings are made available on demand for those who cannot attend live.
✱ NOTE: Waypoint is currently available in English for North America and is being introduced in phases. Eligibility depends on account size; contact Geotab Support or your Partner to confirm the options available to you.
Community — a forum at support.geotab.com/community where users solve problems, share knowledge and product feedback, and learn about SDKs and Geotab products from other users and Geotab experts. The Community is open to everyone in the Geotab ecosystem and connects members to Geotab experts as well as to each other.
Geotab Technical Support team
The Geotab Technical Support team is equipped with specialized knowledge of Geotab systems and infrastructure and supports Geotab Partners that resell Geotab solutions and Customers who receive support directly from Geotab.
Partner Technical Support | Customer Support | |
Who we support | Geotab Partners reselling Geotab solutions, Marketplace and Integration Partners | Customers supported directly by Geotab |
Responsibilities | Single point of contact for Partner inquiries; deep technical troubleshooting; Bridging the gap between Customers and Partners with Solutions Engineering and Technical Engineering as needed | Point of contact for directly-supported Customer inquires (e.g. drivers); basic technical troubleshooting |
How to contact | Ticket via MyAdmin Helpdesk (recommended best practice) or Phone Support Refer to the MyAdmin Support Contact Information for the most recent phone numbers. | Support ticket within MyGeotab (recommended best practice); Phone Support; or Geotab Live Chat Refer to the MyGeotab Support Contact information for the most recent phone numbers. |
Hours of operation | Phone: 24/7 (English). MyAdmin ticket support: 24-5 (9:00 PM Sunday EST – 9:00 PM Friday EST) | 24/7 in English, French, and Spanish. Local business hours, Monday to Friday, in German, Italian, Portuguese, Dutch, and Polish. |
Contacting Support for urgent issues (Priority 1 & 2)
! IMPORTANT Phone Contact is Required for Priority 1 and 2 Issues: 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, you must contact our Support team by phone for the most efficient escalation and response. Your Support phone number is listed on the Support Contact page in MyAdmin (Partners) or MyGeotab (Customers).
Providing these details enable Geotab Support to deliver better service and more promptly:
- Customer Name
- Company Name
- Database Name
- Contact information
- Relevant ticket numbers associated with the inquiry
✱ 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 | Description |
First Level Escalation | In the original ticket, request the Helpdesk to consider increasing the Priority. ✱ NOTE: See the Contacting the Geotab Technical Support team section for details. |
Second Level Escalation | If your issue remains unresolved, reach out to your Account Contact at Geotab (e.g. Key Account Manager, Service Delivery Manager, Signature Team, Customer Success Manager, Partner Account Manager) confirm the planned next steps. Depending on the outcome, your account contact will decide to escalate to the next level. |
Third Level Escalation | Your account manager will help you to activate the global service excellence team. The resolution is supported by a dedicated service excellence representative. If you don’t know who to reach out to, email: service-excellence@geotab.com. ✱ NOTE: We are now at the highest level of operational escalation at Geotab. |
Fourth Level Escalation | In case none of the previous steps has led to a resolution, please email Geotabescalations@geotab.com ✱ NOTE: This escalation is creating visibility on the senior executive level, without enhancing the operational capabilities at Geotab. |
Geotab’s Major Incident Management for Critical Issues
For critical system failures or significant performance issues impacting Geotab's core services and servers (typically corresponding to Priority 1/ Priority 2 scenarios), Geotab has a dedicated Major Incident Management (MIM) team to manage the incident response. Following your initial contact with Geotab Support for such urgent issues, our Support team will engage the MIM team internally as needed. For detailed information about the On-Call process, please refer to the Geotab On-Call Services document.
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 Requester) and Urgency (as determined by Geotab Support) levels. For more information, refer to the Appendix A: Priority matrix, Impact and Urgency 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.
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. |
Priority Level | First Response SLO | Update SLO | Workaround SLO | Resolution SLO |
Priority 1 | 30 minutes after a Trouble Ticket is created through Phone Support or from the 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 initial notice. |
Priority 2 | 4 hours after a Trouble Ticket is created through Phone Support or from the time of reclassification by Geotab. | Every 2 hours from receipt of initial notice. | 24 hours for degradation from receipt of initial notice. 8 hours for outages. | 7 calendar days from receipt of initial notice. |
Priority 3+ | 8 hours within the support hours of operation for the channel handling the case (see How Geotab measures SLOs) and 24 hours on weekends. | As agreed upon with the Customer or Partner within the ticket. | 24-48 hours from receipt of initial notice. | 7 calendar days from receipt of initial notice. |
Priority 3 | 24 hours | As agreed upon with the Customer or Partner within the ticket. | N/A | 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 | 42 (6 weeks) calendar days from receipt of initial notice. |
✱ IMPORTANT: The SLOs set out above apply to Geotab products and services and do not apply to third-party product or services including, but not limited to, OEM Telematics Data products and solutions, products ordered from Order Now, and Marketplace products if and when they require involvement from third-parties. 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”): Product ideas, feature suggestions, and usability feedback are handled by Geotab's Product team, not Support, and are therefore excluded from the SLOs above. Submit feedback using the Provide Feedback button at the bottom of the Geotab Support Center home page, or the Send Feedback form in MyGeotab (bottom-left, under Support). All submissions are reviewed and routed to the appropriate product team; an individual response is not guaranteed. For details on each channel — including the Geotab Product Research Program.
- New engine data request for an unsupported vehicle: Handled by Geotab's Product team, not Support. Submit a Vehicle Data Request using the same Provide Feedback form on the Geotab Support Center home page.
- 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 or Partner for further assistance.
How Geotab measures SLOs
We measure two clocks per case, against the targets in the table above:
- First Response — from case creation to the first reply to the requester.
- Resolution — from case creation to resolution.
One rule governs: the clock runs only while the case is in Geotab's hands to action. It pauses whenever progress depends on someone other than Geotab — specifically while the case is in Waiting for Requester, Solution Provided, or Waiting for 3rd Party (e.g. awaiting an OEM, carrier, or other external provider). These and all other ticket statuses are defined in Appendix B: Geotab Support ticket status. These periods do not count toward the Resolution SLO. Time is counted as calendar time within the service window.
Measurement windows: SLO timers run against the hours of operation of the support line handling the case — 24/7 for Customer Support, and 24 hours a day, Monday–Friday (weekends excluded) for Partner Technical Support. This applies to all priority levels. Priority 1 and Priority 2 are handled by Geotab's Major Incident Management (MIM) function, which operates 24×7.
Additional resources
The following table includes additional Support resources that are provided for Partners and Customers.
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). |
Unified Service Level Agreement SLA | The Unified SLA document outlines Geotab’s commitment to providing a stable and highly available hosting system for its products and managed services. |
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. 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. By itself, this document does not create binding obligations or liability towards Geotab or Geotab Partners, Customers, or any other party. Without limiting the generality of the foregoing sentence, 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 or Customer) and Urgency (as determined by Geotab Support) levels. Geotab Support organizes issues into one of the following 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 Support Site are automatically categorized at Priority Level 4 or Priority Level 3 before they are triaged and (in the case of a Partner or Customer-initiated Support request) the submitted urgency is assessed and validated by Geotab Support for priority. Geotab Support may move the Priority Level from 4 or 3, to 3+, 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 |
|
High |
|
Medium |
|
Low |
|
Ticket Urgency
The Urgency Level is classified based on the functionality impact to the MyGeotab software, Geotab 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.
The services defined in this catalog mirror the service categories and submission forms available in MyAdmin and MyGeotab. This alignment ensures a consistent support experience and enables accurate routing and faster resolution across all systems.
✱ 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 supported by Geotab, including Customers enrolled in Support Services by their Partner.
GO devices, harnesses, IOX, and asset trackers
Service | Examples | Eligibility |
Incorrect or missing vehicle data, data quality issue | 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. |
|
Device not communicating, return request, installation issue | For example: connectivity issues, firmware provisioning issues, SIM activation issues, lack of GPS data, or devices going offline. | |
IOX troubleshooting, activation request | For example: IOX-IRIDIUM activations or deactivations, issues with reading IOX data, or IOX-NFCREADER not working. | |
Vehicle communications, engine interference, battery drain investigation | 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, request to enable listen-only mode for wheelchair lifts and third-party devices, and more. | |
GO devices, harnesses, IOX installation or usage question | 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. | |
Transport Certification Australia (TCA) inquiry | For example: Telematics Monitoring Application (TMA) or Road Infrastructure Management (RIM) enrolment and application issues, TCA certification status questions, Mass Self Declaration issues, or configuration and data reporting problems affecting a TCA-certified application. |
MyGeotab
Service | Description | Eligibility |
Report a MyGeotab outage | For example: MyGeotab is unavailable or unreachable, widespread login failures, or platform-wide degradation affecting multiple users. | |
Missing data or data quality issues on MyGeotab | 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 | |
MyGeotab setup instructions request | 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 or SDK integration question | For example: SDK integrations not receiving data, failing API requests, data flow issues, and more. | |
Geotab Data Connector inquiry | For example: Data Connector setup and authentication, connector not returning data, or questions about supported connectors and refresh behaviour. |
Compliance (Geotab Drive, HOS, Asset Inspection, Tachograph, Cold Chain)
Service | Description | Eligibility |
Report an HOS device outage | For example: Geotab Drive or HOS functionality unavailable across a fleet, drivers unable to log in or record duty status, or widespread loss of ELD connectivity. | |
MyGeotab Compliance discrepancy or integration issue, Asset Inspection issue, CARB issue. | For example: Geotab Drive SDK issues, discrepancies with D and ON type HOS logs, Availability and Violations discrepancies, or California Air Resources Board (CARB) Clean Truck reporting issues. | |
Inaccurate HOS or ELD logs, trip categorization issue, IFTA and FMCSA question | 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 reports are blank or unable to transfer logs to FMCSA. | |
Cold chain hardware, temperature monitoring, or installation issue | For example: cold chain devices not communicating or going offline, missing or invalid temperature readings, sensor data loss, temperature alerts not triggering, or sensor pairing, installation, and configuration questions. | |
Tachograph hardware, software, or compliance inquiry | For example: CAN bus or UREADER issues, UREADER installation checks, UREADER does not turn on, missing UREADER parameters, lack of CAN bus data, issues with company cards, tachograph remote download or DTCO communication failure, tachograph data not recording, infringement reporting issues, or RDL and RCS non-compliance. |
✱ 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 can be changed to high priority for a swift resolution. Prompt handling of ELD cases is critical to maintain regulatory compliance and operational efficiency.
OEM or third-party telematics
Service | Description | Eligibility |
OEM: Missing vehicle data, data quality issues, device not communicating | 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. | |
Third-party device: Data quality issues, device not communicating | For example: lack of data flow in third-party devices or third-party devices not communicating with MyGeotab. |
MyAdmin
Service | Description | Eligibility |
MyAdmin API or SDK integration issue | For example: SDK integrations not receiving data, failing API requests, API errors, failing Security Assertion Markup Language (SAML). | |
MyAdmin setup instructions and account management | For example: instructions on how to configure or add a new Customer, questions on functionality, use of Order Management page. | |
MyAdmin errors, incorrect or missing data, data quality issue | For example: Monthly Billing report issues, device activation issues, missing products from Store, issues logging in to MyAdmin, issues with Data Sharing functionality. |
Orders, inventory, co-marketing, and billing
Service | Description | Eligibility |
Order inquiry or issue, order cancellation, or pre-order inquiry | For example: issues with placing an order in Order Management, order not going through, products not being visible in the Store, or cancelling a submitted order. | |
Post-order inquiry | For example: shipping information, adding more products to an existing order, or inquiries related to a missing order after shipment. | |
Billing inquiry or issue, device reactivation, billing transfer | For example: incorrect pricing or billing, missing Monthly Billing report, promo code not working, device transfer to another account, or deactivation and reactivation pricing information. | |
Device plan changes | For example: requests to change the Rate Plan assigned to one or more devices, including upgrades, downgrades, and bulk plan changes. NOTE: We do not support or perform any actions that could potentially result in billing changes for Partners or Customers without prior written consent. | |
Inventory inquiry | For example: questions about available stock, inventory allocation, or device availability for an upcoming order. |
Keyless, Keybox
Service | Description | Eligibility |
Keyless, Keybox hardware-related inquiry, return request | For example: faulty keyless harness, keyless order issues, keyless activation issues. | |
Issue with sending commands via BLE (Bluetooth Low Energy) device and over-the-air (OTA) | 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. | |
Keyless Monitor or API issue | 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. |
Cameras and Advanced Driver Assistance Systems (ADAS)
Service | Description | Eligibility |
Incorrect or missing recording, data quality issue | For example: missing video recording, camera not recording, invalid camera rule, or camera or live video not working. | |
Camera & ADAS installation and usage question | For example: camera not pairing, camera termination request, or assistance with downloading camera recording. | |
Camera API help, SDK integration question | For example: SDK integrations not receiving data, failing API requests, or encountering API errors. |
Public Works or Winter Operations
Service | Description | Eligibility |
Device not communicating, return request, installation issue | For example: connectivity issues, device firmware provisioning issues, SIM activation issues, lack of GPS data, devices going offline, or validating installations. | |
Public Works missing data, 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. |
*NOTE: Public Works support hours: The Public Works support team operates on a dedicated line separate from general Technical Support.
Geotab Public Works Support Contact Information | ||
Phone Number | 1-800-984-6175 | |
Hours of Operation | Monday to Friday — 7:30 a.m. to 7:30 p.m. EST | |
For installation provisioning steps, IOX-WRKS setup, and full contact details, refer to the Public Works Getting Started Guide for Resellers.
SDK, API, or Add-In help
Service | Description | Eligibility |
MyGeotab API, SDK, or Add-In integration question | For example: SDK integrations not receiving data, failing API requests, data flow issues, Add-In not loading or not returning data, 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. |
|
Marketplace integrations, Order Now
Service | Description | Eligibility |
Marketplace Order Now API or SDK integration issues | For example: SDK integrations not receiving data, failing API requests, API errors. | |
Marketplace Order Now add-in or hardware solution issues | For example, data not flowing in MyGeotab, Order Now hardware returns, Order Now Hardware or add-in troubleshooting. ✱ NOTE: Geotab Support will generally determine if an issue originates from the Geotab platform. If the issue is not related to Geotab, the agent warm-transfers to the Order Now Partner |
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 of 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 suite of features in MyGeotab designed to support our customers in the event of vehicle theft. Ensuring accurate vehicle location even through alternative methods such as triangulation is critical to providing timely and effective assistance in these situations. | |
Partner training requests | Request pre-defined onboarding or supplementary training that equips Partner teams with Geotab product knowledge to effectively acquire and support Customers. This training also enables Partners to join the Geotab Partner Program. | |
Customer training requests | Requests for product training. Customers are directed to self-register for Waypoint live group training or the Geotab Academy video library where these meet the need. Requests that fall outside that scope, or where a Customer’s agreement provides for dedicated training, are handled by the Geotab training team. |
Excluded Services
Excluded Service | Description |
Creation of Custom Reports | We do not create custom reports or modify built-in reports on behalf of a Partner or Customer. |
Administrative Tasks | We do not complete routine administrative tasks on behalf of a Partner or Customer, including user management, device and database management (e.g. adding devices or assets), exporting a template from a database, or importing data. Specific operational requests — such as a database rename or data resend — are handled as separate services; see Additional Operational Services. |
Billing Changes in MyAdmin | Geotab Technical Support does not perform any action that can potentially cause billing changes on the Partner or Customer side — for example, changing billing details or Rate Plans. Device plan and Rate Plan change requests are handled as a separate service; see Orders, inventory, co-marketing MDF request, and billing. |
Third-party Hardware or Software | We do not support third-party hardware, unless Geotab sells the product through the Order Now Program. 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. |
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. |
In-Progress | This status indicates that an agent is actively working on the case. It signifies that investigation, troubleshooting, or resolution efforts are underway. |
Waiting for 3rd Party | Indicates that the Support request is awaiting action or a resolution from external Partners, such as OEMs or third-party technology providers. 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. |
Waiting for Requester | Geotab Support requires more information from the requester to proceed. Automated reminders are sent if the ticket remains un-updated: First Reminder after 7 calendar days, Second Reminder after 14, Final Reminder after 28. At day 38, the ticket Closes and cannot be reopened. ✱ NOTE: Geotab Support may conduct additional manual follow-ups outside this schedule. |
Open | This status indicates that the case is awaiting Geotab Support to perform further action. |
Solution Provided | This status indicates that the Geotab Support has provided a solution or resolution to the customer's issue. A notification is sent to the requester 2 days after the ticket enters this status. If there are no updates within 8 calendar days, the ticket is automatically marked Closed. |
Closed | The case has been finalized and is no longer being actively worked on. A case is closed either when the requester confirms the resolution, or automatically after 10 calendar days in Solution Provided with no further updates. A Closed case cannot be reopened. A new case needs to be submitted. |
Closed- No Response | Automatically applied to cases in Waiting for Requester when the requester does not respond within 38 calendar days (10 days after the final reminder). |