Support Document
3 mins to read
Best Practices for Using Geotab On-Call Services
Support Document
3 mins to read
The purpose of this document is to provide Geotab Authorized Resellers with best practices for reporting issues to On-Call services. To respond to any system failures or performance degradations of Geotab services and servers, Geotab offers critical emergency support services to Resellers and Partners. All Geotab services and servers have automated monitors running 24 hours a day to detect any issues.
The purpose of this document is to provide Geotab Authorized Resellers with best practices for reporting issues to On-Call services.
To respond to any system failures or performance degradations of Geotab services and servers, Geotab offers critical emergency support services to Resellers and 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:
Have you checked your Reseller email for a notice of upcoming scheduled maintenance or active service disruption for the affected database? Geotab sends notices as defined in the To confirm the support email address, login to the impacted database and select Support from the System -> Settings menu.
✱ NOTE: Do not email Geotab On-Call Services if you received a notice indicating there was maintenance and you are experiencing issues during the specified maintenance window.
To ensure that you receive maintenance notifications and customer support requests, please go to the Support tab in MyGeotab and verify the email address is correct.
The following situations qualify as On-Call issues:
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
When you report an on-call issue, you will be asked to provide the following information:
Send an email to . 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 Reseller within 30 minutes.