Priority provides four options to choose from. This allows for Blackhawk to see which tickets to prioritize on receipt of.
Note if a ticket has been raised under the incorrect priority Blackhawk will provide you with the correct priority for the problem. If tickets continue to be raised that are not in the correct priority level, Blackhawk can arrange further training for yourself, and your organisation.
List of four priorities are as followed: Low, Normal, High or Urgent.
Low priority generally about something that does not require immediate attention, this would be something simple like more training, or help with using a website function. Note low priority enquiry’s may take 24 - 48 hour to receive a response.
General removals that need to be actioned by Blackhawk.
Normal priority defined as any generic questions that may require our attention. Note this could take 24 hours to respond to.
If the vehicle is outside of GSM coverage or the device has picked up on two of the satellites instead of all three.
High priority would be defined as requesting for information that is required over the next 1 – 2 hours.
If you are wanting to check to see if a device has received an enable or disable command.
Urgent priority would be defined as something that needs attention as soon as possible. If an urgent priority is raised this will be provided to the customer care manager, and will be escalated for immediate attention.
A tamper alert. If a vehicle is being repossessed. Client calls and requires urgent enable/disable.