Which services are provided free of charge?
- Technical and content support (use of the software)
- Where can I find feature X?
- How do I add an organizational unit?
- How does the data export function work?
- How do I create a specific visualization?
I can't log in.
When a question is answered in one of our guide articles, we will include a link to the relevant article in our response.
- Technical issues and error messages
- I encounter an error, what is the cause?
- My dashboard is not loading correctly.
- I don't see any data in 'my graphs', what is wrong?
- I cannot log in, or my session ends immediately.
- Questions about our software or setup
- When are the new emission factors updated?
- Can I also maintain my employee data in SmartTrackers?
- Why is electricity listed under both the material category and company vehicles?
- Limited guidance during use
- Clarification of error messages and system notifications.
- I keep getting an error message when I try to perform an import; can you help me with this import?
- Thinking along about the setup of SmartTrackers.
- What is the advantage of reporting electricity per function group compared to a single meter for the total?
For which services are additional costs determined in consultation?
- Functional management
- Reorganizing the account (adding gauges, organizational units, and accounting-specific quantities).
- User management (adding new users)
- Setting up targets, measures, scenarios, and reports.
- One-on-one meeting for functional management.
- Data
- Input of data and data migration.
- Bulk importing or transforming data.
- Requests to the development team
- Building new functionalities (As a SaaS platform, we only develop functionalities when they are relevant to all our customers).
- Creating a script for bulk additions (e.g., people).
- Advice and specialized support
- Assistance in finding accounting-specific emission factors.
- Validating or auditing sustainability data or reports.
Disclaimer: The above points provide a comprehensive outline of the matters we handle on the service desk. Of course, this depends on the context, and this overview serves to illustrate what you can expect. We will always inform a user in advance when a request incurs additional costs. The customer must first agree before we get to work.
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