Overview:
This guide provides instructions for handling customer requests related to Samsara data, including inquiries about the purpose, accuracy, and validity of software data (e.g., GPS, trip histories, or video retrieval). Employees can assist customers by referring them to appropriate teams and public-facing resources.
How to Handle Customer Requests
I. Customer Requests for Data Validation (Purpose, Accuracy, Use, Reliability):
- Action Steps:
-
-
- Direct the requester to the Customer Success team for assistance.
- Provide public-facing resources from Samsara’s Knowledge Base as needed:
-
Dash Cam Recording Logic for Video and Images
Video Retrieval Process
Customizable Data Retention Settings
II. Requests for Specific Data Records (e.g., GPS, Trip Histories, Video Clips):
- Action Steps:
- Refer the requester to the Support team for assistance with retrieving specific data records.
- Support will guide the customer on what data is available and how it can be accessed.
Important Note:
Samsara does not provide legal advice to customers but ensures they are equipped with information about existing data and how to use it.
Resources for Customers
Dash Cam Recording Logic for Video and Images
Video Retrieval Process
Customizable Data Retention Settings
Requesting Customer Data
Escalation Process
If the requester believes additional validation or certification is necessary:
- Collect specific details about what the customer is requesting.
- Escalate to Jay Breitling in Legal to determine the next steps, including drafting any necessary certifications.
Important Notes for Employees
- Always use public-facing resources when possible to address customer questions.
- Avoid providing legal advice; direct customers to the appropriate team for technical assistance.
- Ensure any sensitive inquiries are escalated appropriately to ensure compliance with Samsara’s policies.