We understand the importance of timely assistance. Here’s what you can expect in terms of response times for your tickets:

1. Ticket Acknowledgment: Upon creating a ticket, an email confirmation will swiftly land in your inbox. This email serves as an acknowledgment, containing your unique ticket number. This assures you that your concern has been logged into our system and is in the queue for resolution.

2. Priority Classification: To provide you with the best possible service, we adhere to industry-standard priority classifications. This system helps us categorize your issue effectively, ensuring the appropriate level of attention. Here’s a breakdown of our response timeframes based on priority:

• Urgent (within 2 hours): Service Interruptions, Password Reset, Data Breach, Voicemail Call-back
• High (within 24 hours): Technical Troubleshooting/Vehicle Visit, Account/Site/Event Email Notification/FIP Change Requests, Report Requests, Extended Data Recording Requests
• Medium (within 48 hours): Config File Management, Software OTA Requests, Warranty Returns (RMA)
• Low (48 hours or longer): New Site Creation, Other General Enquiry, Escalated Troubleshooting

3. Potential Variations: It’s important to note that response times can occasionally vary. Factors such as specific request complexities and third-party authorisations might extend the standard response time. Rest assured, though – every ticket receives the attention it deserves, and our team is committed to resolving your concerns as efficiently as possible.

Remember, your satisfaction is our priority. If you have any concerns about the ticket response times or need additional assistance,  please reach out to your reseller or send an email to our customer care team via email at [email protected]. They will be more than happy to assist you further.