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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 our 5-Star support team.

Here is what to expect when contacting support

Submitting a Ticket

https://rtafleet.atlassian.net/servicedesk/customer/portal/2

Calling the Support Line

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

  2. Our front desk or a support agent will ask for a brief summary of your issue

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

  4. You will get an email shortly after confirming 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 a name, company name, and phone number for Support to reach you

  5. You will get an email shortly after confirming 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 like if you are in RTA Web or Classic RTA

  5. Optional: Add a phone number if you would like to receive a call

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

  7. Select Send

  8. You will get an email shortly after confirming ticket creation

Working With Support

Once the ticket has been submitted you will receive a call back from our support team (or an 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 your issue

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

    1. They will walk you through troubleshooting the issue or process

    2. They may ask to take over your system and fix the issue (RDP connection only)

    3. They need to escalate the ticket

    4. They need to look into your 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 hasn’t heard from you after requesting information, they may reach out to check the status

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

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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