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Escalation procedures for technical support

Technical Support Contacts

FleetMind Customer Support is the main point of contact.

Hours of operation: Monday – Friday, 8:00 AM to 8:30 PM Eastern.

Phone: 1.888.514.7443

Email: FMsupport@safefleet.net

After-Hours Support

  • After-Hours Support is only meant to address Severity 1 operational issues (as defined in the FleetMind Support Level Agreement: SLA). It is not meant to handle any unplanned maintenance or migration activities.
  • In case of a Level 1 Severity during After-Hours Support, please use the subject “URGENT” in your email to ensure proper prioritization.

Creating a support case

Support cases are created by sending an email to FMsupport@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:

  • Account Name
  • Serial number(s) of the component(s) needing support or repair
  • Error code/description of the issue you are experiencing
  • Troubleshooting steps taken to date
  • Vehicle Number