Tracking & General Help Contents

Craig Marsden
Craig Marsden
  • Updated

Tracking & General Help Contents

 

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Contacting Support

There are typically 4 main reasons you will need to contact us, a bad incident that requires urgent attention (Footage Request), something not working as it should (Service Call), you need move kit from one vehicle to another (De-install & Re-install) or General Support. 

To ensure your request is dealt with as efficiently as possible please provide as much information as possible, a list of the information required based on request type is below:

  • Camera Footage Request Raise Camera Footage Request by email
    • Vehicle Registration (Please provide your vehicle registration, and the registration/vehicle make/model/colour of any other vehicles involved)
    • Date & Time of Incident (maximum of 5 minute window, if over this then you will need to download via the portal yourself, or use a USB to export the footage from the DVR locally)
    • Location of incident (nearest road or junction if exact location unknown)
    • Events of the incident (what happened, which camera channel FF/Offside/Nearside/Rear, did the vehicle stop and any other relevant information)
  • Service Call Raise Service Call by Email
    • Vehicle Registration
    • Vehicle Location
    • Vehicle Availability (days of weeks, time windows)
    • Service Work Required (repair of unit, replacement camera etc.)
    • Site Contact Name/Phone/Email
    • Purchase Order Number To cover hardware, labour or cancellation costs incurred (this is also required for warranty work to cover any labour costs or in the event of a cancellation within 48 hrs of the scheduled service call time)
  • De & Re Raise De & Re Request by Email
    • Works Required de-install/re-install/de-install & re-install, what hardware is to be de-installed/re-installed
    • Current Vehicle Registration
    • New Vehicle Registration
    • New Vehicle Make/Model/Year (this is important for any CAN-Bus products that are to be installed to ensure compatibility)
    • Vehicle Availability (days of weeks/time for both vehicles)
    • Kit Location if the hardware has already been installed 
  • General Support Raise General Support Ticket by Email
    • Vehicle registration/s
    • Incident description
    • Example/s how the fault can be reproduced or examples of when and/or how you have experienced this issue
    • Attachments Any screenshots/attachments relevant to the incident 

You can raise a support ticket by the following methods:

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