Smartrak BAU interaction

Owned by Hass Herbert (Unlicensed)
Last updated: 13 Mar, 2022 by Sarah Masefield
4 min read

This document outlines the process of interaction between Smartrak and “The Customer” for maintenance work. Its purpose is to document the agreed process and to set the expectations of timing as well.

Note:
These are generic guidelines, some Smartrak Customers such as Emergency Services etc. have specific SLA's outside of these guidelines. Where these exist with your organisation the intent is to follow the guidelines here where possible and to enact the shorter timeframes when urgency is required.
Where Smartrak does not provide a managed service (Maintenance is invoiced by Smartrak) contractors are expected to be followed up by the Customer

Logging Tickets in Smartrak Service Desk

Tickets in JIRA are loaded by Smartrak or the "Customer”.

If the "Customer" has not loaded a ticket before "Smartrak" will do this on behalf of the customer, and then use the ticket to train the customer for future reference.

Please note: "Customer Support Coordinators" are the only users able to load a ticket on behalf of a customer.

Smartrak Triage

Smartrak will triage each request usually within 24 hours of it being logged and acknowledge back to the requesting person that it has been received and categorised correctly.

The support desk service is not manned out side of NZ /Australia standard business hours Monday to Friday 8am - 5pm (NZT), 8am - 5pm (AEDT).

Planned Hardware Maintenance Category Commissioning:

  • Requests for Smartrak hardware installations should be logged in the Smartrak Service Desk no less than 15 working days before they are to be commissioned 


    • The figures above are minimum requirements, and wherever possible customers should attempt to include a longer lead time 


  • Non-Managed customers can still load the request into the Smartrak Service Desk however Smartrak will not require a PO, unless hardware is required, as the client will be getting billed directly by the installer.

  • For managed Installations a PO must be obtained from the customer before any Maintenance/Installation work can occur on their fleet

  • Before commissioning a PO must be obtained from the customer or some form of "Approval". The PO or Approval must come from a person with "Smartrak ASP signing Authority" as per CRM

  • If the commissioning requires an additional purchase of hardware (i.e. “The Customer” does not own any additional stock to perform the works) a purchase order for the hardware, associated service fees and / or a signed quote must be received by Smartrak before the request will be actioned

  • A commissioning sheet with the required AVL inputs / functions, REGO (or other unique identifier where rego is unavailable – VIN, dealer PO number, asset number etc.) and the site location for each vehicle must also be uploaded at the time of request note: where a REGO / VIN etc. cannot be provided prior to work being performed “The Customer” accepts the risk that devices can be (and have been) installed into the incorrect vehicle

  • Primary (and ideally a secondary) contact(s) must be included in the support / maintenance request

  • If the installation request is logged with less than 15 working days’ notification period and the vehicle / plant is in service, then gaining access to complete the installation can be difficult and will typically 
take longer than a regular request that was made within the required lead time limits. 


  • The vehicle / plant operators and Smartrak installers are expected to co-operate and be as accommodating as possible when it comes to installation times and locations.

    • Poor levels of co-operation in this area will inevitably lead to further delays. 


  • For this type of work, when the correct details to action a job have been received by Smartrak, the job is then assigned to the appropriate contractor, who will contact the customer within ~ three business days to coordinate and appropriate service time for both parties.

    • Note: where a managed service is in place Smartrak will follow up with contractor to ensure this occurs, if no managed service is in place this is the responsibility of the customer 

  • If vehicle / plant is not present or unavailable at the agreed installation time and location, then Smartrak cannot be held responsible for delays caused by rescheduling. Further additional maintenance charges incurred by rebooking and re-attending may be incurred and passed on. 


  • Email requests are not a suitable substitute for requesting vehicle / plant hardware commissioning’s. The request must be logged in the Service Desk to recognise the initiation of the 15-day lead time.

Decommissioning: 


  • Requests for Smartrak hardware decommissioning’s should be logged in the support portal no less than 10 working days before the vehicle is to be retired from service 


  • Email requests are not a suitable substitute for requesting vehicle / plant hardware decommissioning’s. The request must be logged in the Service Desk to recognise the initiation of the 10-day lead time. 
If a vehicle / plant item is relocated from it’s original location prior to hardware being decommissioned additional costs may be incurred and passed on. 


  • Unless the device is to be immediately or shortly to be reinstalled it is recommended the devices are returned to Smartrak for storage as client stock. If the "Customer" wishes to store stock with themselves or the service tech Smartrak accepts no liability for lost or damaged equipment 

Unplanned Hardware Maintenance Category:

  • These requests can either be logged by “The Customer” or by Smartrak for items that are discovered by the Smartrak Device Health report as well.

  • There are many factors that can prevent unplanned maintenance work being undertaken due to the vehicle being operational that are beyond Smartrak’s / Smartrak’s contractors sphere of control.
    For this type of work, when the correct details to action a job have been received by Smartrak, the job is then assigned to the appropriate contractor, who will contact the customer within three business days to coordinate and appropriate service time for both parties.
    Note: where a managed service is in place Smartrak will follow up with contractor to ensure this occurs, if no managed service is in place this is the responsibility of the customer

  • All reasonable attempts will be made to contact the customer's nominated person, the contact person should also return missed calls and voice mail messages to support this process