The information provided in this article contains only general guidelines relevant to the Technical Support and does not reflect official position of the Company. For more details, please contact your direct manager.
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As in most companies, Ruptela's intellectual property and know-how is considered a trade secret and cannot be provided to client and/or 3rd parties. The provisions are specified in Legal documents, such as Agreement for services and devices general terms (ruptela.com) , Non-Disclosure agreement (NDA), Confidentiality agreement, etc.
The provided examples are based on common requests from the End-user clients' perspective, assuming they are using TrustTrack services, including API.
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Public information sources that can be shared with all customers without any restrictions:
General information about Ruptela's products and services, specified in https://www.ruptela.com/
Further questions from non-clients (which do not have a sales manager in Ruptela assigned) shall be forwarded to the sales department. Alternatively, the customer can send an email to [email protected].
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In case we can confirm the Client's identity (via phone number registered in the telephony system, email address in Ticketing/Accounting/CRM system):
General information about Ruptela's product and services, specified in https://www.ruptela.com/
General information about the TrustTrack functionalities, specified in https://www.fmsdocumentation.com/
Basic explanations on the operation of the system and devices, as long as it is covered by FMS documentation and Ruptela Documentation Portal;
Mention vehicle number plate, driver name, trip duration, other details which are strictly necessary for the successful resolution of the specific issue;
Troubleshooting steps in TrustTrack Webuser account, which is used by the client;
Provide screenshots of the GUI (graphic user interface) visible to the client in their webuser in TrustTrack, which are necessary to explain the troubleshooting steps.
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Limited-access information that can be provided ONLY with the approval of the responsible sales manager or/and your direct manager:
Contacts of the Partner workshops abroad for physical check-ups and installations;
Installation manuals that are necessary for installations made by the clients themselves;
Data sending frequency (Distance, Time, Course) specified in the device configuration;
Ruptela protocol (see this article for more information).
In case of doubt, consult your direct manager and/or the sales manager responsible for the client.
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Confidential information that strictly cannot be shared with the clients:
Any kind of information about other customers;
Any kind of passwords (violation of GDPR);
Screenshots from Ruptela's internal systems, such as Admin panel (Locator Control Manager), JIRA, ERP, Confluence, ZenDesk, Grafana, Greylog, DMP, etc. even if it helps to explain the situation easier;
Any contact details of Ruptela's employees, such as phone number, email, etc. (including their assigned sales manager);
Any technical details specified in Confluence, JIRA and other platforms, such as Product code, calculation formulas, system/device specifications, etc.
Device configuration files and information how to open/modify the configuration (including screenshots);
Information about Ruptela-owned SIM cards in the devices, such as Phone numbers, SMS passwords, etc.
Internal communication between Ruptela employees (Teams chats, internal emails, notes, etc.)
Configuration passwords, device unlocking codes and other confidential information regarding device security.