The support department zone provides Blackhawk with the information about tickets on an individual basis in relation to its issue, and if there needs to be an escalation. Via this zone Blackhawk manages any further support of the ticket, to the administration team, hardware team or development team.
Support department has the following options Installations, General Enquiry, IT Support, Mobile App Support, Device Support and Website Support.
Installations Department – This option is used for installations, removals and replacement of Blackhawk devices for their customers. This option also helps installers that are onsite and having issues with an installation itself or the installations website.
For example: A installer trying to use the installations website is having difficulties trying to complete the installation due to the installation not passing a test. Or request for removal of a device or installation of a device into a vehicle.
General Enquiries – This option is used for sales enquiries, generic questions, or general information required that cannot be categorized into another status.
Please note that this option can be used if you do not know what support department the ticket should be raised under.
Mobile App Support – This option is used for Apps that have been created by Blackhawk. This information is provided directly to our App support team.
For example: If you have a collect app open however it is not allowing you to log in.
Device Support – This option is used for the following: a device is returned to Blackhawk for RMA process.
For example: If a device is not responding, if there is a tamper, or any Hardware related issues of the Blackhawk device. (This includes Driver ID Tags and Halo Tags.)
Website Support – This option is for all ‘other’ issues relating to any one of the Blackhawk Platforms (websites).
For example: If you are unable to log in to the website. If you want to do something with the website but do not know how.