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With the amount that RTA can do and the potential for human error, there may be a time you need some help navigating the system or fixing an error. You have already read the Knowledge Base articles and followed the instructions with no avail. It is now time to contact RTA's 5-Star support team.

Here is what to expect when contacting support:

Submitting a Ticket

Calling the Support Line

  1. Call support at (800) 279-0549 (within US) or (623) 581-2447 (Global)

  2. An RTA representative will ask for a brief summary of the issue

  3. They will create a ticket with the issue and good contact information

  4. An email will follow shortly after confirming the ticket creation

Emailing Support

  1. Send an email to support@rtafleet.com

  2. Make the subject line a brief summary of the issue

  3. In the body of the email add any additional information such as if the issue is in Web or Classic RTA

  4. Include the best contact information including: name, company name, and phone number

  5. An email will follow shortly after confirming the ticket creation

RTA Help Desk

See Create An RTA Help Desk User to learn how setup an account

  1. Go to the RTA Help Desk Customer Portal and login

  2. Click the link for Technical Support Request

  3. Add a brief summary of the issue in the summary line

  4. Add any additional detail or information in the description (example: Found in RTA Web or RTA Classic)

  5. Optional: Add a phone number to receive a call

  6. Optional: Add a priority to the ticket (Refer To Priority Levels)

  7. Select Send

  8. An email will follow shortly after confirming the ticket creation

Working With Support

Having the Support Ticket Number

Once the ticket has been submitted, our support team will reach out via phone (or email if no number was provided). Here is what to expect when working with a support agent

  1. They will confirm the ticket information and ask for further details about the issue

  2. The support agent will assess the issue and one of the following will happen:

    1. They will give a walkthrough troubleshooting the issue or process

    2. They may ask to take over the system and fix the issue (Hosted or SAAS connection only)

    3. They need to escalate the ticket

    4. They need to look into the system deeper (may require a callback)

  3. If the issue requires follow-up, the agent will set up expectations and add notes to the ticket

  4. If the Support requested information and has not heard back, they will reach out to check the ticket status

  5. If the issue has been resolved they will close the ticket with notes

  6. Call back or respond to the email if the ticket needs to be re-opened

Priority Levels

An issue has a priority level which indicates its importance. The currently defined priorities are listed below.

  • Blocker - System wide outage impacting all or most users

  • Critical - Partial or intermittent outage, loss of data, severe memory leak

  • Major - Major loss of function, no workaround or workaround is difficult to use

  • Minor - Minor loss of function, or other problem where easy workaround is present

  • Trivial - Cosmetic problem like misspelt words or misaligned text

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