Activation contact
During the first few weeks, the person who supported the configuration remains your point of contact: they know the choices made for your fleet and can identify the cause more quickly.
Support
After activation, the point of contact does not change.
Platform, devices and support come from one company. This page explains how to open a request, what information helps us act quickly, what happens next and what to do when an issue stops a vehicle.
Where do you go from
The channels, and what each is for
Three different doors for three types of questions. Getting the door wrong doesn't make you lose the request, it makes you lose the first round.
How it opens
What to put in the request, and why each thing is needed
A complete request almost always ends in one step. An incomplete one requires two, and the first only serves to ask what is missing.
The four pieces of information you always need
- Which vehicle or vehicles — use the registration number, not “the white van”
- When it happened — even approximate dates and times narrow the window to look at
- What did you expect to see
- What did you see instead — it's the fourth that's usually missing, and it's the one that distinguishes a malfunction from a different expectation
If he is stopping the vehicles, write it at the beginning
An operational block and a question on a report arrive identical if the request does not say so. Indicating at the beginning that there are stopped vehicles, and how many, is what allows requests to be sorted by impact instead of by order of arrival.
A screenshot is worth more than a description
If the problem is visible on the screen, attaching an image saves the exchange where we try to imagine what you are looking at.
What happens next
The path of a request, from submission to closure
No time stated on this page, for the reason explained in the FAQ. The path, however, is always the same, and knowing it tells you what to expect at each step.
1. Taking charge
The request is read and classified by impact: how many vehicles are involved and whether operations are stopped. This is the moment when the information written at the beginning matters.
2. Check
You look at what the systems recorded in the indicated time window. Here the approximate date and time make the difference between a targeted check and a blanket search.
3. Response or intervention
If the cause is in the configuration it is resolved and it is said what has been changed. If he is on board the vehicle, the intervention will be agreed upon. If it's a function that doesn't exist, it's said — which is more useful than an interlocutory response.
4. Closing with the written cause
A closed request without saying why it happened leaves the problem ready to arise again. The cause remains in the report trail.
Where to find the answers yourself
Material available for consultation without opening a request
Part of the questions already have a public answer, and reading it is faster than writing to it.
Guides on regulations and obligations
Tachograph data download, obligations, deadlines: compliance questions find a more complete answer here than in an email.
Glossary
The technical terms that appear in the platform and in the reports, explained in one sentence.
Integrations and APIs
How data is sent to other systems and what to check before connecting them.
Frequently asked questions
Frequently asked questions about Zenit support
How do I report a problem that is stopping vehicles?
By opening the request from the contact form and writing at the beginning that it is an operational block, with how many vehicles are involved. It is the information that changes the priority: a request regarding a stopped vehicle and one regarding a report to be reread are not the same thing, but without that detail they arrive identical.
What do you need to open a useful request?
Four pieces of information: which vehicle or vehicles, when it happened with approximate date and time, what you expected to see and what you saw instead. The fourth is the one that is usually missing and is the one that saves the first round of questions.
How long does it take to get an answer?
This page does not declare response times, and the reason is precise: a service level is only binding if it is written in a contract. A number published on a site without a contract underneath does not bind anyone and does not help those who read it to plan. If you need guaranteed times, this is a clause that needs to be agreed upon and put in writing.
I'm not a customer yet: can I write here?
Before purchasing, questions go through the contact page or the demo request, where they reach those who can answer on the merits. This page describes assistance on systems already active: sending us a commercial question just makes it pass through an extra desk.
The problem is with the device on board: does anything change?
Include the vehicle registration number and, if known, when the vehicle stopped communicating. Your point of contact does not change: platform, devices and support come from one company, so issues are not passed between different suppliers.
Who at my company can open a request?
The people indicated as contact persons during the activation phase. It is a limitation that is useful to you before it is to us: it prevents the same report from arriving three times from three different people and from someone asking for a change to the configuration without the person managing it knowing.
Do questions about integrations go through here?
Those on an already active integration yes. Those about an integration to be designed are best done with a technical contact before starting: the coverage of the fields and the update frequency are decisions that are best made only once.
Do you have an open request to make now?
The contact form is the channel that leaves a searchable trace. If it concerns stationary vehicles, write it in the first line.