Car Service Support Process

In an effort to enhance the support we provide our customers, Deem is making a number of changes and enhancements to our support process and methods of communication.  Below are the details and guidelines for how you can reach us, as well as how and when you should use various elements of our support process including important contact information, escalation points, and how Deem will communicate status updates and issue resolutions.

For Standard Support Issues

Deem recently launched the Product Service Status dashboard. This dashboard will provide an up-to-the-minute status of all Deem operating systems, including all Deem Car Service systems. It should be the first place visited if you are experiencing issues with any of our products. This site should also be used to check for updates on existing issues.  It can be accessed via this link or via https://deem.statusdashboard.com.

Standard Support items include:

• Individual workstations are unable to access Deem Car Service
• Internal network issues are preventing any workstation from accessing 

Deem Car Service

• Issues related to lack of internet connectivity
• General questions regarding Deem Car Service
• Support questions related to any accounting-related functions
• Other miscellaneous items not included in the coverage list (ex: printing, login issues, etc.)

For Urgent  Issues

Urgent Issues are defined as follows:

• The Deem Car Service system is completely down and not accessible by users on the network
• Deem Car Service is running unusually slow for all users connected to the system
• You are unable to do any of the following tasks:
  • Enter new reservations
  • Edit existing reservations
  • Assign or dispatch reservations to drivers or subcontractors
  • This would apply to the various communication server modules including the following:
  • GT3 Connect
  • WebRes Connect
  • Credit Card Server
  • PocketNet

Escalations:

For urgent issues if you have sent an URGENT email to support and/or called the urgent phone line and have not heard back from support within 30 minutes please escalate to: