This Support Policy explains how Advance Track System (Pvt) Ltd ("we", "us", "the Company") delivers customer support for its GPS tracking platform, mobile applications, and connected hardware. It describes our support channels, business hours, response-time targets, and the process for registering and resolving complaints. This policy applies to all customers using our fleet, vehicle, and person tracking services, dash cameras, fuel monitoring, driver monitoring, geofencing, alerts, and reports.
1. Support Channels
You can reach our support team through the following channels:
- Helpline: 03-111-777-354 — for account, billing, technical, and installation queries.
- Email: support@advancetracksystem.com — for detailed requests, screenshots, and documentation.
- Customer Portal & Mobile Apps: raise a support request or complaint directly from the customer portal or from our apps on Google Play and the Apple App Store.
- Website: submit a support or complaint form at www.advancetracksystem.com.
To help us resolve your issue quickly, please include your registered account name, vehicle or device identifier, and a clear description of the problem when contacting us.
2. Business Hours
Our standard support hours are Monday to Saturday, 9:00 AM to 6:00 PM (Pakistan time). Requests received outside these hours are logged automatically and addressed on the next working day, in the order received and by priority. Sundays and public holidays are non-working days for standard support.
3. Emergency Support
For critical situations — such as a suspected vehicle theft, a full platform outage, or loss of tracking across an entire fleet — we provide best-effort emergency handling. Please call the helpline at 03-111-777-354 immediately and clearly state that the matter is an emergency. Emergency reports are prioritised above routine tickets. While our team makes every reasonable effort to respond to emergencies as fast as possible, we cannot guarantee instant recovery of stolen assets, and law-enforcement action remains the responsibility of the relevant authorities.
4. Technical Support
Technical support covers login and account access, live tracking and history playback, alerts and notifications (email, SMS, and WhatsApp), geofencing, fuel and driver monitoring, report generation, and mobile app issues. Our platform runs on the Traccar tracking engine with maps provided by Google Maps, OpenStreetMap, and Apple Maps; where an issue relates to a third-party map, network, or messaging provider, we will assist you and coordinate with the provider where possible. Some device-side problems may require a hardware inspection or a field visit.
5. Installation Support
Our trained technicians perform professional installation of trackers and accessories, and record installation photos for verification. Installation support covers new device fitting, relocation, re-installation after vehicle repair, and troubleshooting of wiring, power, or SIM connectivity. For rented devices (which remain Company property), installation, maintenance, and removal are coordinated by our team. For purchased devices (which are your property), we provide installation and paid support as agreed. To schedule installation support, contact the helpline or your account representative.
6. Complaint Registration and Resolution Flow
We take complaints seriously and follow a structured resolution process:
- Registration: Submit your complaint by helpline, email, the customer portal, or the website form. Every complaint is recorded and assigned a unique reference.
- Acknowledgement: We confirm receipt and share your reference number so you can track progress.
- Assessment: Our support team reviews the issue, requests any additional details, and classifies it by type and priority.
- Resolution: We work to resolve the issue remotely; where required, we schedule a field job or device inspection.
- Closure: Once resolved, we confirm closure with you. If you are not satisfied, the complaint can be reopened or escalated.
7. Response-Time Targets
We aim to meet the following indicative response targets during business hours. These are targets, not guarantees, and actual times may vary with volume and complexity:
| Priority | Examples | Target First Response |
|---|---|---|
| Critical | Full outage, suspected theft, fleet-wide tracking loss | Within a few hours (same business day) |
| High | Single-vehicle tracking failure, alert failure | Within 1 business day |
| Medium | Report or configuration issues, minor errors | Within 2 business days |
| Low | General questions, feature requests | Within 3 business days |
For detailed availability and severity definitions, please see our Service Level Agreement (SLA).
8. Escalation
If a complaint is not resolved to your satisfaction within the expected timeframe, you may request escalation. Escalated matters are reviewed by a senior support supervisor and, where necessary, by management. To escalate, reply to your existing ticket or call the helpline and quote your reference number and the reason for escalation.
9. Customer Responsibilities
To enable effective support, please keep your contact details current, provide accurate information, allow reasonable access for field visits, and ensure that rented devices and SIM cards are handled per your agreement. Delays caused by inaccessible vehicles, incorrect information, or unpaid dues may affect resolution times.
10. Contact
For any support need, contact us:
- Company: Advance Track System (Pvt) Ltd
- Email: support@advancetracksystem.com
- Helpline: 03-111-777-354
- Website: www.advancetracksystem.com
- Business Hours: Monday to Saturday, 9:00 AM to 6:00 PM (Pakistan time)