Support
Transportation problems do not wait for business hours. This page tells you exactly who to contact, what to include, and how quickly we come back — so you are not guessing while a route is uncovered.
First, the important one
If your bus is late, your child's stop has changed, your driver login does not work, or you need to report an absence — the organization that runs your service holds all of that. They created your account and they control the routes.
Nice Technologies builds the software they use. We cannot see or change your rider details, and we are not permitted to act on them without your operator's instruction.
Your operator is the controller of that data; we only process it on their instructions. It would be a real privacy failure if a software vendor could change a child's stop because someone emailed and asked.
If you have a data request we can help with, it is covered in the privacy policy — and we will always support your operator in answering you.
For customers
Every support request goes to the same place and is routed to your account. There is no ticket portal to learn and no queue to sit in.
One address. Include your company name.
info@nicetechnologiesinc.com
Write URGENT in the subject when service is affected right now — those are triaged first and we will call you back.
Include if you can
Say so in the subject line if service is affected right now — we treat a fleet that cannot run differently from a report that can wait until Tuesday.
| Severity | Example | We aim to respond |
|---|---|---|
| Service down | Nobody can dispatch or drivers cannot see assignments | Within 1 hour |
| Degraded | A module is failing but you can still run the day | Same business day |
| Standard | A question, a bug that has a workaround, a change request | 1 business day |
These are our operating targets. Contractual response times, where you have them, are set out in your subscription agreement and take precedence.
Other things we help with
Your company admin creates and removes accounts themselves — no ticket needed. If you are unsure who your admin is, email us and we will tell you.
New depot, new contract, or a batch of vehicles to load? Send us the spreadsheet and we will help you get it in cleanly rather than typed twice.
Short refresher sessions for dispatch, the shop or drivers, especially after seasonal turnover. Included on every plan.
Connecting telematics, fuel cards or payroll. Tell us the provider and we will tell you plainly what connects today.
Yours whenever you ask, in open formats — including on the day you decide to leave. Just email us.
Email us with "Security" in the subject. We will acknowledge it, tell you what we find, and credit you if you would like us to.
Service status
We are early enough that a status page would mostly be a green square. Until we publish one, if something is affecting more than one customer we will email your admin directly rather than wait to be asked.
Support is the part most vendors get quietly worse at after you sign. Ask us about it during the demo — we would rather be held to it.
