Support is one email address, answered by people in Albuquerque who can tell a fault code from a firmware bug. Tell us the machine and what you see, and we will tell you what happens next and when.
Reply times, by situation
Every route starts with email; the subject line sets the clock.
| Situation | How to reach us | When we reply |
|---|---|---|
| Questions, how-to and account changes | Email hello@gytix.com, Monday to Friday, 7 a.m. to 5 p.m. Mountain Time | A person replies within one business day |
| Critical issue: machines not reporting, alerts not sending, nobody can log in | Email hello@gytix.com with “Urgent” in the subject | Answered within two business hours, during business hours |
| Managed fleet desk customers | Your escalation line, agreed during onboarding | Around the clock, every day of the year |
| Hardware fault under warranty | Email the device serial, machine number and a photo | A person replies within one business day |
| Billing, plan changes or cancellation | Email hello@gytix.com; cancellation needs 30 days’ notice | A person replies within one business day |
| Outside business hours | Email any time; the thread is waiting when we open | Urgent emails are picked up first at 7 a.m. Mountain Time |
What to put in the email
The more of this we get, the fewer replies it takes.
Machine and unit
Your machine number, make and model, and the device serial if hardware is involved.
What you see
The screen, alert or report, with a screenshot or a photo of the cab display.
When it started
The date and time it began, and what changed: a move, a repair, a new user.
Where the machine is
The job or lease name, and whether that site has cell coverage.
Active fault codes
Any fault codes as SPN and FMI, read from the cab display or the app.
Who should hear back
The person we should answer, if not you, and the best email for them.
Swapping hardware under warranty
Every A1, A1S, B1 and T1 carries a three-year replacement warranty.
Email the serial
Send the device serial, the machine number and a photo of the unit and its wiring.
We confirm the fault
Support checks the device’s last reports and rules out power, mounting or coverage causes.
A replacement ships
We ship a replacement once the fault is confirmed, registered to your account before it leaves.
Fit, test, close
Your shop or our crew fits it to the written standard; support confirms it reports, then closes the case.
Support questions, answered
What are Gytix customer support hours?
Support answers email Monday to Friday, 7 a.m. to 5 p.m. Mountain Time, from Albuquerque, and a person replies within one business day. Critical issues sent with “Urgent” in the subject are answered within two business hours during those hours. Managed fleet desk customers have an escalation line around the clock.
Is there a support phone number?
No. Support runs by email so every machine number, photo and fault code stays in one written thread your whole team can see. Write to hello@gytix.com and put “Urgent” in the subject for a critical issue. Managed fleet desk customers get a private escalation line during onboarding.
Does support cost extra?
No. Email support is included on every plan, for every user, at no extra charge. The managed fleet desk, where fleet analysts watch alerts around the clock and act on them, is a separate service, priced per machine per month and run month to month.
What counts as an urgent support issue?
An issue is urgent when it stops work or hides a risk: machines across a job stop reporting, theft or after-hours alerts are not sending, or nobody can log in. Put “Urgent” in the subject and we answer within two business hours during business hours.
What does the hardware warranty cover?
Device failure, for three years from delivery. If an A1, A1S, B1 or T1 stops working, email the serial and a photo, and we ship a replacement once the fault is confirmed. Damage from a fire, a rollover or a tracker cut out during a theft is not a device failure.
See support before you buy
Ask how support, rollout and the desk would work for your fleet during a walkthrough.