Escalation procedures for technical support

Technical Support Contacts

FleetMind Customer Support is the main point of contact on a 24/7 basis.

  • Regular hours of operation are 8:00 AM to 10:00 PM Eastern Time, Monday through Friday. Please note that after-hours support is meant to resolve Severity 1 operational issues only (as defined in the FleetMind Support Level Agreement (SLA)). It is not meant to handle unplanned maintenance or migration activities.
  • Phone: (888) 639-1666, extension 3 (toll free)
    • Please note that this number automatically transfers to after-hours support after regular business hours.
  • Email: fleetcsupport@safefleet.net

Escalation procedures

Please use the following people for escalating cases in accordance with the escalation procedures for technical support:

Support Team Lead:

Service Desk Supervisor: The SafeFleet Service Desk Supervisor is the second escalation point.

Creating a support case

Support cases are created by sending an email to fleetcsupport@safefleet.net. When sending an email, please summarize the nature of the Incident or Service Request in the Subject field to properly reflect its level of urgency and include the following information in the email:

  • Customer Name
  • Serial number of the component needing support or repair
  • Error Code/Description of the issue you are experiencing
  • Troubleshooting steps already taken

In the case of a Level 1 severity case, it is recommended that your email request is followed by a telephone call to FleetMind Customer Support to ensure proper prioritization.