Support
Should you need any urgent technical assistance from SpaceTeam®:
Help Desk working hours
Monday – Friday, 9 am – 7 pm Moscow Time
If you signed a contract with one of the local dealers, please, contact the dealer’s office.
Technical support request instructions
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A request is initiated via the e-mail address: support@st-hld.ru
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To ensure an efficient response, please include into your request:
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detailed issue description
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rate of occurrence
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severity level
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Please, also attach any respective software log file excerptions and screenshots illustrating the issue.
Recommendations
If the monitoring data feed fails to stream from all the transport units:
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Check the operator console connection to telematics server
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Make sure the onboard terminal SIM-card balance is positive, data transmission services are enabled and the equipment is within the cell coverage area
If the data feed fails to stream from a single transport unit:
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Check whether the vehicle is on maintenance
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Check the onboard unit’s SIM-card balance
In case the dispatcher software fails to start:
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Check the software access permissions
If the problem persists, contact the technical support service via phone or e-mail
SpaceTeam® technical support for clients

Throughout the contract lifespan SpaceTeam® provides the clients with the general service support within the territories of Russia and CIS.
We are committed to client-centered convergent approach, which includes:
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Consulting on the matter of the fleet monitoring system operation
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Consulting on the matter of GLONASS hardware and peripheral navigation equipment operation and configuration
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Consulting on the matter of transport monitoring software installation, administration and operation
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Client’s staff training and consulting on the matter of software updates and the ST Matix® telematics platform
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Analysis of the monitoring software log files, troubleshooting and counseling
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Updating the server and client software
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System reconfiguration due to the license expansion
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Remote diagnostics, troubleshooting and counseling
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Server and client software administrating failure recovery
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Important to know:
Depending on the type of hardware, GLONASS navigation and communication gear is provided with 1 to 3 year manufacturer warranty. |
SpaceTeam® informational and technical support for dealers
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Throughout the contract life SpaceTeam® provides the dealers with informational and technical support.
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SpaceTeam® dealer’s technical support
+7 (495) 782-39-16
Working hours:
Monday – Friday, 9 am – 7 pm Moscow time
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Important to know:
The following is not included into technical support services:
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