Telematics Guru - where are your servers hosted?
Prior to 2018, Telematics Guru was hosted in the United States using cloud based servers with hosting company Rackspace.
As of mid-2018, TG has been migrated to Microsoft Azure based cloud services. These are hosted in data centers close to the region they serve.
Servers APAC01 - APAC04 are hosted in Sydney.
Telematics Guru could be hosted for you in a particular jurisdiction if data privacy laws require it, but this may incur additional monthly hosting charges.
Please contact your local Digital Matter office to discuss this further.
Telematics Guru - is my data safe?
Telematics Guru uses Rackspace as its hosting service provider.
Digital Matter has a service agreement in place with Rackspace, and they actively monitor the servers.
The data is stored in a SQL database that is fault-tolerant through having dual database servers that will automatically switch over if the primary server fails.
Data is stored in a RAID10 SAN disk array, providing further redundancy.
Why Aren't I Receiving my Email Alerts?
- Check that the email address is correct in the Address Book.
- User the "Test" button in the Address Book edit dialogue.
- Ensure the Alert or Scheduled Report has selected the correct the Address Book entry in the set-up.
There have been rare cases where the emails stop being received by the user. One possible reasons for this is the user's mailbox bounced the email. The TG email provider puts the email address on a bounce list and does not send to that email address again. If you do not have the 'Organisation Messages' option under Admin in TG where you can check individual address book contacts. Contact DM Support to have the email address removed from the bounce list.
How Do User Accounts Work?
When you create a user in the TG system that user account is created in the organisation that you are currently logged in to.
So make sure that you are logged in to the correct organisation when you create a User account.
This organisation becomes that user's "HOME" organisation and their user account can only be edited in that organisation.
A User Account can be mapped to other Organisations. Do this by going to the User's home Organisation and editing the user and adding a mapping to the Organisations that you want that user to also be able to login to.
If a user is mapped to more than one Organisation they will be presented with a list of Organisations to select from when they login.
How does TG calculate Odo/Run Hours?
Please see article on Odometer and Run hours here
For an article on Secondary Run Hours, click here.
Can I Delete an Organisation?
Yes, from Admin >> Organisations >> Delete. We do, however, advise you only delete an organisation after you have remove all users mapped to the organisation, alerts, geofences and events. Removal of organisations is complex and sometimes fails due to this reason. Please contact support if you encounter any issues.
Why Can't I set the Default Trip type to 'Business'?
The Manage Trips feature in TG allows vehicle logbooks to be created, and trips assigned as either Business or Private. The Australian Tax Office (ATO) require a reason/comment on each business trip. For this reason trips will default to Private. If you have many trips all for the same business reason, you can create a trip type under Admin >> Trip Types then you can set multiple trips to business at once.
The Information Fields I Need for my Asset Aren't Under Information, Can I Change the Names of the Custom Fields?
Can I use a Custom Logo for my Organisation?
The short answer is now "Yes".
Telematics Guru is structured with Partners at the top level, and Organisations beneath partners. Organisation used to inherit their branding from the partner. Recently this has changed. An organisation can get it's own URL prefix and logo.
Note that branding is driven by the URL. Note the difference between https://telematics.guru and your URL, https://<your brand>.telematics.guru.