Support
Support: we are here to help
Whether you are a current customer or looking to learn more about our solutions, our team is available to answer your questions, handle your technical requests and support you.
Before choosing an Exalt solution
4 questions
Installation and commissioning
4 questions
5 questions
Technical support and troubleshooting
5 questions
Security, privacy and compliance
4 questions
Group 1 of 5
Before choosing an Exalt solution
Which Exalt solution is the best fit for my needs?
The Exalt lineup includes five solutions: EX-TRA for trailers, EX-MAC for heavy machinery, EX-VSE for service vehicles, EX-PWS for recreational equipment and EX-FIX for fixed equipment and tools. All of them run on the same platform for mixed fleets. For a personalized recommendation: 1 888 963-8353 or a free consultation.
Can I see a demo before committing?
Absolutely. A personalized demo, in person or by video conference, with no commitment: a walkthrough of the platform, scenarios matched to your operations and answers to your technical questions.
How long does it take from order to commissioning?
Modules are generally delivered in 5 to 10 business days. Installation by our team, a partner or your own technicians (with our instructions). Commissioning and training: from a few hours to a few days depending on fleet size.
Do you offer a trial period?
We offer full demos and can set up pilot projects for larger fleets. Contact our sales team for the terms.
Group 2 of 5
Installation and commissioning
Who installs the Exalt modules on my vehicles?
Three options: our technical team, a certified installation partner (Canada-wide network) or your own technicians with our instructions. Depending on the model and the vehicle: between 30 minutes and 2 hours per asset.
Does my vehicle have to be modified to install an Exalt module?
Most modules install without permanent modification: standard electrical system or diagnostic ports (OBD/CAN). For fixed equipment (EX-FIX): simple magnetic, adhesive or screw mounts.
How long does it take to train my team?
The platform is designed to be intuitive: 1 to 2 hours of initial training for everyday users; in-depth training available for administrators.
Is the mobile app included?
Yes. “Exalt GPS” is free on iOS and Android and included with the subscription: view your assets, alerts and notifications from your phone.
Group 3 of 5
Day-to-day use
How do I log in to the Exalt GPS platform?
Through gps.exaltsystems.ca with the credentials provided at commissioning. Advanced users: iot.exaltsystems.ca. The mobile app uses the same credentials.
I forgot my password, how do I recover it?
Use the “Forgot password” link on the login page; an email with instructions is sent. If you no longer have access to your work email: technical support at 1 888 963-8353.
How do I set up my alerts and notifications?
Settings > Alerts: customize each alert type (movement, geofence exit, speed, temperature), choose the recipients and the channel (email, SMS, push notification).
How do I add new users to my account?
For administrators: Settings > Users, create users, assign roles (administrator, manager, read-only), invite by email.
Can platform data be exported?
Yes: CSV, Excel and PDF for reporting, billing, compliance or external analysis. An open API is available for integrations (TMS, TMMS, accounting).
Group 4 of 5
Technical support and troubleshooting
One of my modules has stopped sending data, what should I do?
Check the module’s electrical connection and the state of the vehicle (a vehicle in extended sleep can slow transmission). Offline for more than 24 hours: support at 1 888 963-8353 or open a ticket through the form. Remote diagnostics are possible.
How do I report a problem or a bug on the platform?
Support request form, subject “Ask a technical question to an expert”, with as much detail as possible (time, action, error message, screenshot).
What are your response times for technical support?
Non-urgent questions: within 24 business hours. Operational emergencies: priority response during business hours (Monday to Friday, 8 a.m. to 5 p.m. Eastern time); after-hours emergency service available depending on the contract.
How do I order additional modules or sensors?
Through your Exalt representative or the form, subject “Get a quote or a price offer”. Preferred pricing and shorter lead times for existing customers.
Is my data backed up?
Yes, continuously, on servers hosted in Canada, with encrypted and redundant backups. Access to the full history depends on the subscription.
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Security, privacy and compliance
Where is my data hosted?
In Canada, in compliance with Canadian laws (Quebec’s Law 25, CASL). Communications are encrypted end to end between modules, gateways and the platform.
Who has access to my data?
Your data belongs to you. Only authorized users in your organization can access it, according to the roles you configure. The Exalt team accesses it only for support purposes, with your authorization.
Does Exalt comply with Quebec’s Law 25?
Yes, fully: documented compliance, a designated responsible person, and the principles of minimization, transparency and security applied throughout.
What happens if I cancel my contract?
You can export your historical data according to your agreement; it is then securely deleted in line with our retention policy.
Support request
Contact our team
Our Quebec-based team is available to support you. Whether you want to learn more about our solutions, get a quote or resolve a technical issue, we get back to you as quickly as possible.
- Non-urgent questions: a reply within 24 business hours.
- Operational emergencies: priority response Monday to Friday, 8 a.m. to 5 p.m. (Eastern time).
Support request form
Describe your request and a member of our team will get back to you quickly.