Disclaimer: Our priority levels serve as guidelines for issue resolution and represent the best efforts to address concerns promptly. However, these classifications do not make formal SLA commitments, and resolution times may vary based on complexity, resource availability, and overall system impact.
URGENT
Urgent priority support items are critical, production impacting issues, that prevent users from performing essential job functions in real time and require immediate resolution. This could take multiple resources and stops any other client work items you have with ASR to pivot to addressing this.
Examples:
- System-wide issue preventing multiple drivers from accessing Active Loads, in which Dispatch or Back Office cannot resolve with manual intervention.
- Major invoicing or billing failure hindering collections for the pay cycle.
Support method suggested: Call our support line at once or create a ticket through the portal.
(When a ticket is submitted with no priority level and then priority is changed to High or Urgent level after submission, this triggers an email alert that goes out to staff - please use this respectfully. After business hours these alerts move a ticket to the Everyone Group and then alert ALL staff).
HIGH
High priority support items significantly impact on a user's ability to perform work in real time, requiring resolution 1 business day, but not immediate intervention. Often this requires only a single ASR resource.
Examples:
- Workflow issue preventing more than one driver from completing assigned tasks, which cannot be resolved with manual intervention.
- Report errors such as incorrect column calculations, that have high impact to business operations.
Support method suggested: Call our support line or create a ticket through the portal.
(When a ticket is submitted with no priority level and then priority is changed to High or Urgent, this triggers an email alert that goes out to staff - please use this respectfully. After business hours these alerts move a ticket to the Everyone Group and then alert ALL staff).
MEDIUM
Medium priority support items do not directly impede critical job functions but require resolution within 5 business days as they cannot be corrected by the user through alternative methods.
Examples:
- Visual inconsistencies, such as stickers displaying incorrect colors after scans.
- Adjustments to report subscriptions, including adding or removing users.
Support method suggested: Create a ticket through email or the portal.
LOW
Low priority support items are non-urgent requests, general questions, or minor issues logged for tracking purposes.
Examples:
- Requests for integration changes or questions about the integration and app management.
- Low impacting issues such as incorrect reports or past issues that are not live.
Support method suggested: Submit a ticket through email or the portal. All tickets emailed are set at Low by default.
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 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.
Depending upon the root cause and complexity of the issue, the time to resolve the issue may take longer than the time to respond to your support ticket. During business hours and off hours, a voice message can be left on the support line and will be delivered to our system, our staff rotates on triage.