Support
A person who knows the product, and a response target we can actually keep.
We aim to reply within one business day
That is a target, not a contract, and we would rather publish one we keep than one that reads well. In practice most messages are answered sooner. We are a small team: there is no overnight rota and no emergency phone line, so if your truck is rolling at 3 a.m. and something is wrong, send the message anyway and it is the first thing read in the morning. Anything on the urgent list below goes to the front of the queue.
How to reach us
- Write to support@www.towsitepros.com. It reaches a person who knows the product and can see your account, not a ticket queue that routes you back to a help article.
- The contact form
- If you are not a customer yet, or you would rather type than open a mail client, the contact form goes to the same place.
- Your own screen first
- A surprising share of "it is broken" turns out to be a job in a state nobody expected. The job timeline is append-only, so it will tell you what actually happened and when, which usually shortens the conversation to one message.
What we treat as urgent
Anything that stops a job you are running right now. Put the job number in the subject line and we will start there.
- A customer cannot reach their tracking page while a truck is out.
- A driver cannot open the job link you texted them.
- Your website is down or your domain has stopped resolving.
- Texts to customers have stopped going out.
Before you write
The FAQ answers what the product does and, more usefully, what it does not. The security page covers the questions a commercial account or a police department tends to ask.