Service Plan/ Billing Enquiry/ Data Overage Charges

Step 1

Authenticate customer credentials via method established by reseller. If data overage charge was the issue, disputes are handled case by case. For example, hotspot overage charge.

Step 2

Resolve issue applicable to enquiry. (Invoice, data overage charges, LTE plan questions, modify account, etc.). If Gestures are enabled (they should be off by default for Fleet customers, inform the customer to check for hidden display film, and turn off gestures. If Hotspot is enabled, turn off hotspot if applicable and request photo of Raven set up.

Step 3

(Applicable to agreed upon support deal with reseller.)

Submit a support ticket if hardware/ software malfunction is creating a continued live stream data session. For example, live streaming never terminated so the overage charge was in error.