Hotline
One number for tracking, installation and account issues
The hotline is the fastest way to reach ETIT about a vehicle, device or account that needs attention now, rather than a new enquiry that can wait for a call back.
- 24/7 monitoring
- Vehicle & device issues
- Account queries
- Escalation on request
Coverage
Monitoring runs continuously; the hotline handles the calls that follow
ETIT's monitoring function operates around the clock for connected fleets. The hotline is the entry point for customers who need to speak to someone about what monitoring has flagged, or about anything else affecting a tracked vehicle or device.
Hotline agents can access vehicle and device status, recent alerts and account details once a caller is verified, so most enquiries about a specific vehicle or unit can be handled on the first call.
For matters better suited to email — documentation requests, detailed account changes or anything requiring an attachment — the hotline team will confirm the right address to use instead of asking a caller to repeat themselves later.
Before you call
What to have ready
Having the right details to hand shortens most calls significantly.
- 01
Vehicle or asset identifier
The vehicle registration, chassis number or asset ID used when the device was installed.
- 02
Account or organisation name
The name the fleet account is registered under, so the caller can be matched quickly.
- 03
A description of what changed
What the device or platform is doing differently — no signal, incorrect location, an alert that will not clear — and since when.
- 04
Location and access details
If a physical visit may be needed, the vehicle or site location and any access restrictions the team should know about.
What the hotline can resolve directly
First-call resolution covers most routine issues
The following are typically handled without needing a further visit or specialist referral.
Explaining an alert, a status change or a gap in reporting shown on the platform, and confirming whether it reflects a real event or a device or connectivity issue.
Basic account queries — confirming who has access, resetting a forgotten password, or clarifying which vehicles are linked to an account.
Guidance on using the fleet management platform or the mobile application, including where a particular report or setting can be found.
Booking a maintenance or inspection visit at an installation centre when a device fault cannot be resolved remotely.
Escalation path
When an issue needs to go beyond the first call
Some issues genuinely need a specialist or a site visit. These are escalated with the context already recorded, rather than asking the customer to start again.
01
First-line handling
The hotline agent attempts to resolve the issue directly using account, device and platform information.
02
Specialist referral
Issues involving hardware faults, network connectivity or platform behaviour are passed to the relevant technical team with full call notes.
03
Site or centre visit
Where a physical inspection is required, a visit is scheduled at the nearest installation centre or at the vehicle's location.
04
Follow-up
The customer is updated once the specialist team or installation visit has reached a resolution.
Questions
Hotline frequently asked questions
Need something else?
The hotline is one of several ways to reach ETIT
For new programme enquiries or partnerships, use the general contact page instead.