Desk with a phone, an open notebook, a fountain pen and a cup of coffee, ready for a conversation
Existing Clients

Client Support

When dispatch is down, billing won't post, or settlements won't run, you need a person who already knows your system. Here's how to reach us.

Fastest

Call

For anything that's stopping freight or billing, call directly.

763-244-1373

Non-urgent

Email

For questions, report requests, and scheduling, email us with your company name and a short description.

[email protected]

Remote session

Screen share

If we need to see your screen, we'll send you a secure session link during the call. Never accept a remote session from anyone you didn't contact first.

Help us help you faster

  • What's affected: dispatch, billing, settlements, EDI, reports, a specific workstation, or everyone
  • When it started and whether anything changed: an update, a new user, a new interface
  • Exact error text or a screenshot
  • Business impact: are trucks or invoices waiting?

Carrier Systems Emergency Support SLAs & Rapid Escalation Matrix

When transportation technology fails, trucks stop moving and revenue stops flowing. Strong Tower backs its client support agreements with contractually defined response SLAs, direct access to veteran systems architects, and permanent root-cause remediation:

Severity Level Operational Impact Criteria Response Time SLA Assigned Escalation Tier Remediation & Root-Cause Protocol
Severity 1
Critical Outage		 Core TMS database down, dispatch floor completely halted, EDI tender failure preventing load moves. 15 Minutes
24/7/365 Phone Bridge		 Principal Transportation Architect (Scott Elliott / Duncan Stickings) Immediate diagnostic triage, database lock clearing, failover to immutable standby if needed; RCA delivered within 24h.
Severity 2
Major Impairment		 Billing batch sync failing, driver settlement run blocked, ELD telematics HOS feed interrupted. 1 Hour
Standard Business Hours		 Senior Systems Consultant SQL transaction trace, API payload reconciliation, stored procedure repair; resolution targeted within 4 hours.
Severity 3
Moderate Degraded		 Crystal Report formatting error, single-user workstation crash, non-critical accessorial rating tariff bug. 4 Hours
Standard Business Hours		 Freight IT Support Specialist Secure remote screen share, report query refactoring, rating matrix table correction; resolved within 1 business day.
Severity 4
General Inquiry		 New dispatcher onboarding, user permissions, custom report design requests, scheduled update advisory. Next Business Day
Standard Ticket Queue		 Client Services Coordinator Documented change management ticket, staging environment verification, release during planned maintenance window.

Frequently asked questions about carrier support

How does Strong Tower handle after-hours or weekend emergency dispatch outages?

Clients with active Managed Support Agreements receive our emergency escalation line. If your primary dispatch database fails or an EDI gateway halts freight movements on a Saturday evening, a Severity 1 response is initiated within 15 minutes by a senior systems engineer who already knows your database schema and terminal network.

How is Strong Tower Consulting support different from software vendor support?

Software vendor helpdesks are often staffed by entry-level tier-1 ticket takers who ask you to submit a ticket and wait days for a response, often blaming your network or third-party hardware. Strong Tower Consulting acts as your dedicated carrier advocate and systems architect. We diagnose problems across the entire stack: SQL databases, network routers, telematics APIs, and workstation clients, fixing the root cause without vendor finger-pointing.

What remote access tools do you use for secure support sessions?

We use enterprise-grade, encrypted remote support tools that require explicit client initiation and authorization. We never leave unattended remote backdoors on carrier networks. Every session is logged, and our team adheres to strict data confidentiality standards.

Can Strong Tower support older, legacy on-premise TMS installations?

Yes. That is one of our primary specialties. We regularly maintain, optimize, and support long-standing legacy installations (including Truckmate 7.x/8.x/9.x, Maddocks, and legacy TMW Suite), providing database health checks, SQL performance tuning, and custom report maintenance when the original vendor has ended primary support.

Support agreements

Clients with a monthly support agreement get scheduled on-site time and priority response under the terms of their agreement. To set one up or change one, see On-Site & Remote Support or contact us.

Using Exspeedite software?

Exspeedite is our sister company and has its own support team. Visit exspeedite.com for product support.