URGENT
Urgent priority support items are critical, production impacting issues, or bugs that effect users in their ability to perform their work or duty in real time and require a solution the same business day.
Examples:
- Issue impacting multiple drivers causing inability to perform job functions, such as not being able to access Active Loads.
- Issue impacting invoicing or billing that impedes the back-office staff from collections for the pay cycle.
Support method suggested: Place a call to our support line or create an URGENT ticket through the portal.
HIGH
High priority support items effect users in their ability to perform their work or duty in real time and require a solution the same business day.
Examples:
- Issue that may be impacting a single user, such as an error printing a workflow ticket.
- Concerns with reports such as incorrect calculations showing in columns.
Support method suggested: Place a call to our support line or create a HIGH ticket through the portal.
MEDIUM
Medium priority support items are unable to be resolved by the user through an alternative method and require a solution the same business week.
Examples:
- Issue that does not impede job functions, such as stickers not changing correct colors after scans.
- Changes to report subscriptions to add or remove users.
Support method suggested: Create a ticket through email or the portal.
LOW
Low priority support items are open for tracking purposes like project or feature requests, or general questions about elements or functionality
Support method suggested: Create a ticket through email or the portal.
Contact Methods
Email: Support@asr-solutions.com
- This email facilitates a ticket that allows tracking of the issue and escalation.
Portal and Knowledge Base: https://support.asr-solutions.com/support/home
- Allows access to our support portal, allowing you to submit new tickets and view old ones.
- ASR Solutions also has a Knowledge Base of support documents, videos, and training materials. We encourage you to check back often as it is being built out continuously.
Phone: (888) 427-7835
BUSINESS HOURS: 8AM-5PM EST
To speak with a specific team member, you can say the name of the person you are trying to reach at any time. You may also press 1 to leave a voicemail for our Support line, and a ticket will be generated in our system for an Agent to reach back out to you.
AFTER HOURS: 5PM-8AM EST
For Mobile Applications and Telematics support, items such as Eleos, Geotab please press 1.
For Professional Services or TMW Support, please press 2.
To leave a message for the on-call team, please press 3.