Customer Service Philosophy

WE ARE PROACTIVE

At SpeedGauge we strive to anticipate user and partner needs, and to solve problems before they can affect our service. We are constantly working to improve our systems, products, and procedures by adding new features and improving existing ones. When there is a problem, we follow up to make sure that it’s solved.

WE ARE HERE TO HELP

Our Support services are available from 8 AM to 8 PM EST, Monday through Friday, and we check our incoming support requests over the weekend as well. The vast majority of customer service issues are solved immediately or on the same business day, and we are always working to improve our resolution times. We strive to respond immediately, and promise to respond within 24 hours.

TECHNICAL AND ENGINEERING PROBLEMS ARE COMPLEX

SpeedGauge’s service is configured as a three way technical relationship between our GPS partners, fleet customers, and our internal software and database systems. As a result, technical issues can be quite complex and often require the cooperation of support and engineering personnel from multiple organizations. We work diligently with everyone involved to find solutions to these problems as quickly as possible. Our service and engineering teams may require detailed information from users, and we appreciate your patience and cooperation in helping us gather the information we need to address you concerns.

WE OCCASIONALLY EXPERIENCE SERVICE OUTAGES

We keep our users and partners informed when our system will undergo planned maintenance. We also provide an externally hosted System Status page to keep users informed when an unplanned service outage occurs. Accidental technical interruptions do occur, and our system is designed to keep fleets and partners informed of our progress when there is a problem. We make it a priority to keep this page accurate and up to date, and it is the best place to check on the status of our system.

WE REALIZE THAT MISTAKES HAPPEN!

We own our mistakes and believe that honesty is the best policy when accidents occur. We are proud of our product and our service, but we also know that user feedback makes us better. We look at problems as opportunities to learn and to avoid repeating mistakes.