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Frequently Asked Questions

Common Questions

We continually provide resources and tools to not only educate, but provide valuable answers and solutions for our customers. The list of frequently asked questions below are just some of the topics we cover on a regular basis. Please feel free to reach out at any time with your own questions.

How long have your products been on the market?

Our tracking and telematics technology has been in use since 2009. The introduction of our ELD product coincided with the ELD mandate in 2017. As with most technology, all of our products undergo regular testing and system updates to ensure the best results for our customers.

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Is there a contract with your service and, if so, how long is it?

The standard contract for ELD service with ELD Solutions is 3 years. Please contact us for a complete explanation of packages and options.

Can drivers use the tablet for things other than tracking hours of service?

By default, the tablet is configured only to work with the ELD application. Drivers will not have access to download and utilize additional applications due to limitations set by our pre-installed device management program. 

Is my data stored with ELD Solutions safe and secure?

Yes. Our security policies and certifications are one of the many things that sets ELD Solutions apart from the competition. We employ the highest level of security which includes FedRAMP security certifications as well as security policies that meet and exceed FISMA, which requires a regular third party audit.

What happens if the device breaks and I can't log my hours of service?

Per the FMCSA regulations in the ELD mandate, drivers have 8 days to fix the problem with the electronic log or find a replacement for the device. During this time, paper logs must be used until the issue is addressed. For more details on what drivers should do if their device breaks, take a look here. For more details on what carriers should do in the case of device malfunction, read more here. For larger fleets, we sometimes recommend keeping extra units on hand.

 

What happens when I drive through an area with no cellular signal? Will my logs and location still be accurate if I get pulled over?

Because the ELD module and tablet communicate via Bluetooth and do not rely on cellular service, your tablet will always show the most up-to-date information about your location and duty status so that all of the required information will be available to the inspection officer should you be stopped. As soon as the tablet reestablishes a cellular connection, all data will be transmitted to the customer admin portal.

How does your ELD compare to other ELD providers on the market?

All ELD providers have very detailed specifications that they must follow per the ELD mandate, so in a general sense, every device must perform the same functions. Where ELD Solutions differs is in our focus on providing the easiest experience for both drivers and administrators with our driver app and our customer portal. For the drivers, we provide a product that requires minimal driver interaction and is extremely intuitive and easy to learn. For the back-office administrators, we provide a full suite of controls that are easily learned and as straightforward as it comes. Finally, our live customer service, based in Tennessee, is available to assist with any issues that may come up. We continually hear how important service is to carriers of all sizes and so we put a huge emphasis on making sure you’re taken care of.

Does the device automatically report driver violations?

Yes, but violations are only reported to the carrier. All driver violations are easily tracked in the customer portal in real time and are ONLY visible to the company administrator. The customer portal also provides hours remaining so you can see if anyone is close to a violation.

Will I have someone come to my location for training?

Generally, there is no need for on-site training. The hardware installation, driver app, and the customer portal are extremely user-friendly and easy to install by design. Hardware installation typically takes about 3-5 minutes and does not require a mechanic. As we want to ensure that you and your drivers are 100% comfortable with the use of our product, our Implementation Team will spend as much time as you need to get you up and running. This includes helping you navigate the entire customer portal and showing you all the features. Additionally, we have created a library of training videos and resources for you and/or your drivers and team.

What are my options if I end up needing a different solution after using your ELD?

Although most of our trial accounts quickly become long-term customers, we will honor a 30-day return policy. You can simply let us know that you no longer wish to continue your service and return all your equipment in good working condition. If you are happy with your product and want to continue to use our service, you don’t need to do anything, simply continue to use the product!

How is information sent from the ELD module to the Tablet?

Once plugged into the JBUS, the ELD module emits a Bluetooth signal and connects to the tablet via Bluetooth. All data collected from the ELD module is then transferred to the tablet, and the tablet transmits that data to the customer portal through a WiFi or LTE connection. All of this happens in real time.

How far back can I access my data?

Driver log data is available for 6 months. We do not keep driver logs past this time. Location and telematics data is kept for 2 years.

What type of notifications can I set up to alert me of what’s happening with my trucks and drivers?

Our Premium level of service gives you the ability to set up notifications to be sent via email or text. These notifications can cover various information, including a driver entering or leaving a specific location, real-time engine fault codes, as well as warnings when a driver gets close to being in violation of HOS.

Can I use my phone as an ELD device?

Yes, but you still must have the hardware that plugs directly into your truck and then connects to your phone via Bluetooth. These types of packages are available here.

Is my information shared with anyone?

No. All information collected from your ELD device is secured in our systems through a secure website.

Where can I access my electronic logbook data?

All of your data is available to you 24/7 at hos.eldsolutions.com with your provided login credentials.

What type of support is included with my service?

ELD Solutions has live customer support located in Tennessee. In the unlikely event that you have any problems with the product, simply call us at 855-696-3537 or email us at support@eldsolutions.com. Our standard office hours are 8:00 AM - 6:00 PM EST, Monday-Tuesday, Thursday-Friday and Wednesdays 8:00 AM - 5:00 PM EST. Keep in mind that our ability to provide support with BYOD packages is limited as we do not have access to diagnostics of the individual phone or tablet being used.

What languages are available with the product?

Our tablet supports over 100 languages that can be selected and used on a case by case basis through the settings of the individual tablets. Our customer portal is available in 16 different languages.

What is an ELD module?

An ELD module is essentially the “brains” of the system. It is the hardware that collects data from the ECM in the truck and transmits that data to the tablet.

What types of devices can I use with BYOD?

Android and Apple/iOS-based devices, both phone and tablets, can be used with our BYOD packages.

Can I suspend service on the devices I am not using if I do not run all of my trucks year-round?

Unfortunately, this is not an option. Once the devices are ordered, each device will be billed every month, regardless of use, for the term of the contract.

Is there a warranty on your tablet and cables?

Yes. There is a one-year limited warranty on all hardware provided from ELDS. This warranty covers manufacturer defects only.

Need to speak to someone?

Call our stellar Sales team at 888-994-3537