The Work You Don’t See: Inside Teldio Support

Every technology company says it has great support. Far fewer can show you what that means on a random Tuesday, when a customer’s system is acting up, and the clock is ticking.

At Teldio, support isn’t a department you escalate to as a last resort. It’s a small, deeply technical team that’s there when you need us, and we solve the actual problem honestly. Here’s a look behind the curtain at how that actually plays out.

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When an industry-wide GPS glitch knocked fleets off the map, we chased down the fix

This spring, something strange started happening to older MOTOTRBO radios across the land mobile radio world. Units that had been reporting fine suddenly went silent in fleet-tracking software, including Teldio TruFleet. One school transportation fleet, for instance, stopped updating; when you opened the logs, the GPS data was still arriving but stamped with a 2006 date.

The culprit was a GPS Week Number Rollover, a quirk in how GPS satellites broadcast the date, which resets roughly every 19.6 years. The legacy chipset in older radios doesn’t account for the reset, so it starts reporting a date nearly two decades in the past, and tracking software treats each update as stale and hides it. The position was always accurate. Only the timestamp was wrong.

Rather than simply telling customers to wait, our support team dug in, working directly with Motorola to diagnose the behaviour, confirm the root cause, and build a workaround that restores correct, current-dated reporting. For standard GPS units, the Teldio TruFleet server now automatically corrects the date, eliminating the need for radio reprogramming. For more complex indoor and outdoor option board tracking, we developed a method that accommodates timestamps while preserving location history. Motorola’s permanent firmware fix is expected later in 2026, and we’re helping customers bridge to it. In the meantime, affected fleets stay visible.

That’s the pattern across everything support does: understand the real problem, build the answer, keep the customer running.

Doing right by customers, even when it costs us

Here’s a story that says more about a company than any uptime statistic.

After wrapping up a deployment at one facility, the team realized the customer had paid for more on-site support hours than were needed for a feature that couldn’t be implemented due to the site’s constraints. The customer hadn’t noticed. No one was asking for money back.

The team refunded it anyway. The reasoning, in plain terms, comes from one of our leads: we want to be good, fair teammates to our customers, and we don’t ever want to be the company that quietly pockets money when it isn’t warranted. That instinct, to act with integrity and transparency, is the same one that makes people comfortable trusting us with mission-critical systems in the first place.

It takes a village

Some problems don’t have a single owner. When a significant customer on the utility side encountered a tough, drawn-out issue, the fix didn’t come from a single heroic engineer. It came from bringing everyone into the same room: front-line support, the sales engineer, the account team, and even coordinating with Motorola and the channel partner. Each person pulled on their piece of the rope, and the situation that had felt stuck finally began to move.

Internally, the team has a mantra: escalate early and often. The sooner the right people are at the table, the faster the customer gets a resolution. It’s a quiet discipline, and it’s most of what the job actually is: a configuration tweak so an alert behaves the way a customer expects, reporting settings dialed in for a new site, a tracking setup adjusted so it lands cleanly. Small, unglamorous saves that keep systems online.

Support that makes you stronger

Great support isn’t about creating reliance. For routine tasks, such as adding a device or dropping a beacon onto a map, the team is happy to walk customers through doing it themselves, backed by a growing public knowledge base of how-to articles. When you do need us, you reach people who know the radio networks and the deployments cold, and who ask the right questions to get to a real fix fast.

The throughline

Whether it’s an industry-wide GPS event, a complex multi-site rollout, or a quick question about a single radio, the Teldio promise is the same: we’re there when you need us, and we solve the actual problem honestly. Great products open the door. This is why customers trust and choose Teldio.

Need a hand, or want to talk about what support looks like for your system?

Email: support@teldio.com

Phone: +1-855-743-1333

Knowledge Base: kb.teldio.com