Roadside Assistance

Roadside assistance is a service that is offered in conjunction with Verizon Connect authorized partners to provide breakdown support for your vehicles. When one of your drivers experiences mechanical issues out on the road and contacts you for help, you can telephone the breakdown service provider to arrange roadside assistance.

Vehicles in your fleet must be activated to be eligible for roadside assistance. Each vehicle must have a valid vehicle identification number (VIN) for it to be activated. See Activating a Vehicle for more information on how to activate a vehicle.

As soon as a vehicle is activated, it is covered by the roadside assistance service. Roadside assistance might include (but is not necessarily limited to) the following services for eligible vehicles, depending on the agreement your organization has with the breakdown service provider:
 

Towing
Winching
Fuel delivery
Tire service
Battery service

How Drivers Request Roadside Assistance

Drivers contact you using a method that is acceptable within your organization; for example, via a telephone call or text message. When a driver contacts you to request roadside assistance, make sure you collect the following information:
 

The driver’s name.
The vehicle name.
The vehicle’s approximate location.

You can then arrange assistance for the driver.

How to Request Roadside Assistance For a Vehicle

When a driver contacts you to request roadside assistance, you need to open the Roadside Assistance dialog box. You can do this from the Map or Vehicles screens, as described below. The Roadside Assistance dialog box contains the information you need to arrange assistance for the driver.


 

Opening the Roadside Assistance Dialog Box From the Map

To open the roadside assistance dialog box from the map:
 

1.Open the map.
2.Locate the vehicle on the map. See Filtering for guidance on finding a vehicle on the map.
3.If the vehicle is displayed by itself on the map, right-click the vehicle’s icon to open a pop-up menu of tasks for the vehicle. If the vehicle is included in a cluster of vehicles on the map, hover over the cluster until the info balloon is displayed, then click the vehicle name link to open a pop-up menu of tasks for the vehicle. See Info Balloons for more information on how info balloons can be displayed.
4.Select "Roadside Assistance" from the pop-up menu.

 
The Roadside Assistance dialog box opens. You can now make a roadside assistance request.

Opening the Roadside Assistance Dialog Box From the Vehicles Screen

To open the roadside assistance dialog box from the Vehicles screen:
 

1.Open the Vehicles screen.
2.Locate the vehicle in the vehicles list.
3.Click the vehicle name link to open a pop-up menu of tasks for the vehicle.
4.Select “Roadside Assistance” from the pop-up menu.

 
The Roadside Assistance dialog box opens. You can now make a roadside assistance request.

Making a Roadside Assistance Request

To make a Roadside Assistance request:
 

1.Call the telephone number displayed on the Roadside Assistance dialog box.
2.Provide the last 8 characters of the vehicle’s VIN.
3.Provide the vehicle’s location.
4.Notify the driver that roadside assistance is on its way.

What If the Roadside Assistance Dialog Box Says That the Vehicle Is Not Covered?

Sometimes, a vehicle is not covered by roadside assistance because its VIN is either incorrect or has not been entered. You need to enter a valid VIN to activate the vehicle.

To activate the vehicle:
 

1.From the Roadside Assistance dialog box, click the Register the VIN and activate Roadside Assistance link to open the Roadside Assistance screen.

 
The name of the non-activated vehicle is displayed on the Roadside Assistance screen.

 
2.If you have the required permission you can click the Edit link, then enter the vehicle’s VIN in the VIN column.

 
If you do not have the required permissions, you need to open the Vehicles screen to enter the vehicle’s VIN.
3.Click Save. If the VIN was valid, “Activated” is displayed in the Status column. You can now arrange roadside assistance for the driver.

If you now return to the Roadside Assistance dialog box on the Map or Vehicles screen, the dialog box will still say that the vehicle is not covered by Roadside Assistance. Close the dialog box, open the vehicle's pop-up menu of tasks, then select "Roadside Assistance". The Roadside Assistance dialog box opens again and shows the vehicle as active. Note that it can take a few seconds for a vehicle to register as active after adding or editing its VIN. You can then arrange roadside assistance for the driver, following the prompts on the Roadside Assistance dialog box.

 

4.Call the telephone number displayed on the Roadside Assistance screen.
5.Provide the last 8 characters of the vehicle’s VIN.
6.Provide the vehicle’s location.
7.Notify the driver that roadside assistance is on its way.