Best Practices for Using Geotab On-Call Services

EN-US - DE-DE - JA-JP - ES-LATAM - FR-CA

May 2026

The purpose of this document is to provide Geotab Authorized Partners with best practices for reporting issues to On-Call services.

About Geotab On-Call Services

To respond to any system failures or performance degradations of Geotab services and servers, Geotab offers critical emergency support services to Partners. All of Geotab’s production services and servers have automated monitors running 24 hours a day to detect any issues. If any of these monitors trigger, the On-Call Engineer is contacted immediately to troubleshoot the issue.

For more information, please refer to the following documents:

1. Geotab Unified Service Level Agreement - SLA
2. Software Development Life Cycle (SDLC)

Procedure for Reporting an On-Call Issue to Geotab

Step 1 — Check your email for a MyGeotab Scheduled Maintenance or Service Disruption notice

Have you checked your Partner email for a notice of upcoming scheduled maintenance or active service disruption for the affected database? Geotab sends notices as defined in Geotab Unified Service Level Agreement - SLA. To confirm the support email address, log in to the impacted database and go to Support > Contact Information.

To receive maintenance notifications, select the profile icon in the top right corner and click Profile.

1. Under Preferences, verify your email address is correct.
2. Under Notifications, make sure Maintenance notifications is turned on.

Step 2 — Determine whether the situation is an On-Call issue

The following situations qualify as On-Call issues:

1. Delay in live (telematics) data across the majority of devices in a database;
2. Multiple users cannot log in or access MyGeotab;
3. Multiple users cannot log in to Geotab Drive;
4. Large scale performance issues — the database is so slow, it is unusable

If the situation qualifies as an On-Call issue, please proceed to step 3. When contacting Geotab On-Call, please specify which of the above scenarios your issue falls under. If not, please create a ticket in MyAdmin with the Geotab Support HelpDesk, using the following link:

https://myadmin.geotab.com/helpdesk.html?method=new

Step 3 — Gather details about the On-Call issue

When you report an On-Call issue, you will be asked to provide the following information:

1. Prior Notification — Have you received a disruption of service notice for the affected database? If so, Geotab On-Call engineers are aware of the issue and are urgently working to resolve it. You will receive a resolved notice once performance has returned to normal.
2. Affected Databases — How widespread is the issue? List the known database(s) that you have confirmed are affected.
3. Date and Time — When did you start experiencing the issue? Have you, as a Partner, been able to reproduce this issue? Provide the necessary details and evidence that the issue is easily reproducible. For example:
4. 1. Can you successfully log in to the affected database using your credentials?
   2. Can you see that ALL devices are not communicating, or is it only a few?
   3. Redirect one of the reports in question to yourself, are you able to receive the report?

Step 4 — Submit your request to Geotab On-Call Services

Send an email to oncall@geotab.com. The email will automatically be forwarded to our 24-hour monitoring center and our On-Call engineers will be contacted with the information. Once that email has been received, the On-Call engineer will respond back to the Partner within 30 minutes.