Geotab Premium Support

Geotab Premium Support is a full-service support and training experience available directly inside MyGeotab. Your team can get help, resolve issues, or request training without leaving the application. When your account is set up, you receive a personalized Premium Support number for your fleet.

Premium Support includes Tier 1 and Tier 2 support by live chat, web form, and phone, 24/7 phone support, managed service targets, and enhanced language support. Premium customers also receive a dedicated support number, personalized greeting and email communication, additional training sessions, and turnkey dashboard configuration.

Yes. You can call, chat, or submit a ticket at any time, any day of the year, and reach dedicated support professionals who can help you get to the core of each issue. Limited support hours may apply to some languages.

Premium Support is managed against defined service targets: live chat and phone have a maximum wait of one minute, web form requests receive an initial response within one hour, and 70% of support tickets are resolved in under one business day.

Enhanced language support is available in English, French, Mandarin, and Spanish through ticketing and live chat. Limited support hours may apply.

You can reach support three ways: submit a support ticket inside MyGeotab, call your personalized Premium Support number, or start a live chat. For urgent issues such as a major outage, phone is the fastest route. Your support phone number is listed on the Support Contact page in MyGeotab.

Yes, 24/7 Premium Support used to be included free of charge with a fleet-wide Pro Plus subscription. Pro Plus is now a legacy plan and is no longer available. Premium Support is now offered as an optional add-on to Geotab’s current plans, GO Core and GO. Contact us to find out how to add it to your fleet.

Complimentary support is included for all customers and covers online resources, feedback surveys, and regular training webinars. Standard support adds live chat and web form communication, defined service targets, and multi-language support. Premium is the highest level, with personalized full-service care, a dedicated support number, extended hours, enhanced language support, additional training sessions, and turnkey dashboard configuration.

Have your full name, your company name, your database name, your contact information, and any related ticket numbers ready. Providing these details up front helps support respond faster, since missing information can delay service while it is gathered.

To protect your data, Geotab will not share account details or asset locations without proper authentication. Support confirms your identity, your company and database, your MyGeotab user profile, and your security clearance and data access level. General questions, such as basic troubleshooting or product information, do not require authentication.

Every request is assigned a priority from 1 to 4 based on its impact on your business and its urgency. Priority 1 covers critical failures, such as an application outage or a mission-critical service like ELD or HOS being unavailable. Priority 4 covers lower-impact items. Geotab’s general targets include a first response within 30 minutes for Priority 1 and within 4 hours for Priority 2. These are objectives, not guarantees.

Call. Major system failures and significant performance problems (Priority 1 and 2) must be reported by phone for the fastest escalation. A ticket works well for routine questions, and you can use chat for quick answers.

Support covers a wide range, including GO devices that are not communicating, missing or incorrect vehicle data, MyGeotab setup questions, HOS and ELD compliance issues, IFTA reporting, cameras, cold chain monitoring, API and SDK integrations, and Marketplace add-ins that run through the Geotab platform.

Support does not build custom reports, perform routine administrative tasks such as adding users or devices, or make changes that affect billing, such as rate plan changes without written consent. Third-party hardware is generally excluded unless Geotab sells it directly. Product feedback and requests for new engine data are handled by Geotab’s product team rather than Support.

You can use the Geotab Support Center, which offers AI-powered search, help articles, and product updates. Geotab Academy offers on-demand video training, and the Geotab Community is a forum where you can ask questions and learn from other users and Geotab experts. A Virtual Agent chat is also available 24/7 in MyGeotab and on the Geotab support site, and you can ask for a live agent at any point.

For billing questions, additional purchases, or adapters, call GPS Tracking Canada directly at 877-477-0987. We can also help you compare plans and add Premium Support to your fleet. See our Service Plan Comparison for details.