As a BrokerWare™ customer, you can use our application with confidence, knowing that a dedicated, knowledgeable 3PL Technical Support team is on hand to answer your questions and provide helpful
information. Our support extends beyond the initial implementation and training. We look forward to
During normal business hours (6:00am to 5:00pm Pacific Time Monday through Friday) we can be reached to help answer any questions you have. Following are the best ways to contact our support team. Contact us, and we will get back to you as quickly as possible.
Online Support Request - This is the best way to contact the team. When logged into BrokerWare™ click on the "support request" link located at the top of the "My Personal Tools" section on your home page. Please be detailed in the description, with speciific load #'s if possible, and we will respond as soon as possible.
When creating a request please select the priority based on the information below:
Low Priority A normal request that needs an answer in the next few days.
Normal Priority A request that needs attention sometime today.
Urgent Priority A request that needs immediate attention.
Email Support - If you are not able to create a support request please send an email to Support Email (firstname.lastname@example.org). This email is distributed to the entire support team and will be answered as soon as possible. We will use our discretion to prioritize incoming emails.
Phone Support - We can be reached by phone at 800-965-8205 then press 2 to reach the support team. We will always do our best to answer your calls as they come in. If we are not available please leave a message and we will get back to you as soon as possible.
Use the Emergency After Hours Support - Please see the information below for Emergency Support. This should only be used for System Outages.
We have structured our emergency response protocol to ensure that you can access the BrokerWare™ application 24 hours a day, every day of the year. Occasionally a hiccup can occur causing an outage that will prevent you from gaining access to BrokerWare™. We have implemented a strategy to alert the appropriate people during critical outages.
Following are details of our new emergency contact procedures and how you can notify us after hours.
On Call Staff - Our office is staffed from 6:00 am to 5:00 pm Pacific Time Monday through Friday. If a situation presents itself to require assistance after hours, several of our staff members are "on call" every day. Our on call staff are only available to respond to high priority system outages.
Automated Notifications - Our servers and network are equipped to send out notifications to several of our staff members, informing them of a possible outage. This process is automated, in that once a server starts having a problem it will send out the notice immediately. The alert sent out by our server is directed to our mobile phones and e-mail addresses. So no matter where our staff is, we will be notified by our network.
Phone - We have an Emergency voice mail box which is only active after hours. This mail box will send out notices to our on call staff notifying them of an "Emergency Voice Mail". If you need to leave us a message in this box, please remember to leave the following information: Company Name, Your Name, Problem, and Phone # where you can be reached.
What is classified as an "Emergency"? Please do not use this emergency mail box for any request that can be handled during normal business hours. Any voice mails of such will not be responded to until the following business day.
Feel free to leave us a message if you are experiencing the following:
Server Outage - No one in your company is able to access the BrokerWare™ Servers.
Loss of all Data - All information in the system is not available including loads and customers.
All Associates cannot log on - This is only when no one at the company is able to log on. This does not include one individual or computer having problems getting access.