Correct Classification of Support Requests

Introduction to Support Requests

If you are unable to resolve your issue immediately with the help of the knowledge base and our Intelligent ChatBot, you can also use the requests area, where you will receive personalized assistance from our team of support agents.

In the requests area of our support section, you can submit new support requests and view existing ones, both open and closed, in case you need to refer back to them.

At Fleet Rocket TMS, we are always available to support our customers, and it is precisely with this goal in mind that we have designed and optimized the support request system to streamline and respond in an orderly manner to all needs that may arise.

It is vitally important that you use the support area logged in with your credentials, for the following reasons:

The knowledge base contains public articles, but also private articles, only available to our customers. If you have not entered your credentials, you may be missing out on important content about Fleet Rocket.
The requests area intelligently stores all your interactions, providing you with a history of requests and their status for reference. If you have not entered your credentials, the system will not store your requests correctly or display your complete history.
In addition, our registered customers have priority support, which they can enjoy when they log in correctly with their user account.

How to Submit a Support Request

To open a new support request, click on SUBMIT A REQUEST, located in the top menu of the support area.

Checking access with credentials

However, it should be noted that only our customers can initiate support requests, and for this reason, in order for the system to allow you to access the request area, you must be correctly logged into the support area.

Look at the top menu of the support area:

If you see LOG IN at the top of the menu, you have not yet entered your user credentials.
If, on the other hand, you see your username and icon or photo, you are correctly logged into the system.

Support Area, without introducing credentials

Support Area, after having introduced credentials

Submitting a Support Request

Clicking on SUBMIT A REQUEST will open the request form.

There you can:

give a summary title to identify your request.
select the type of incident.
add a description with text.
add attachments that help to correctly understand your request.

To register your incident in the system, click on SEND.

The system will register your request and show you a summary.

Correct Classification of Support Requests

To ensure the support department functions correctly, we ask our users to use the support request classification system responsibly:

Critical Incidents. Complete system failure.
High Incidents. Significant impact on operations and finances.
Medium Incidents. Moderate impact on operations.
Low Incidents. Minor problems.

How to View My Support Requests

To view all your support requests, click on REQUESTS in the drop-down menu that appears when you click on your username.

By clicking on requests, you will access a list of your complete support history, with all your requests, both active and resolved, in case you need to refer back to them.

Support Hours

Technical support will be available Monday through Friday, from 9:00 a.m. to 6:00 p.m. (CST), through the support area, by submitting a request via our centralized request form.

Outside of support hours, only critical and high-priority incidents will be addressed.

Critical and high-priority incidents will be immediately escalated to the advanced support team.

The response and resolution time for incidents will depend on your membership level and specific contract conditions, as detailed in your contract and the agreed service level (SLA).