Customer Account Security: Our Standard Operating Procedures (SOPs)

 

Audience	Fleet Admins, Fleet Managers, Drivers
Applies To	Drivers App, Fleet App, Fleet Admin Dashboard

 

Introduction

At Motive, we are committed to providing you with the best possible support while safeguarding the security of your data and ensuring compliance with all applicable regulations. To further enhance the protection of your information, we have made important changes to our Standard Operating Procedure (SOP) regarding customer support interactions.

As part of these changes, our support agents will no longer log into your FA/Driver Account to perform any actions on your behalf. This measure is designed to maintain the utmost confidentiality of your data and ensure compliance with regulations.

 

What does this mean for you?

• Enhanced Security: Your sensitive data remains protected as we do not access your account directly.
• Empowerment through Self-Service: We believe in empowering you to manage your own account. We will guide you on how to perform any needed actions through our self-service options.
• Audit Trail and Traceability: Compliance often mandates the maintenance of detailed audit trails to track system activities. Any interference or disruptions to the accuracy and reliability of this audit trail can impact the ability to demonstrate compliance during audits.

What to expect when you reach out to us for assistance:

• Guided Assistance: Our dedicated support team will provide clear instructions and assistance to help you navigate through the process of making changes to your configurations.
• Compliance with Regulations: We are committed to following regulations and maintaining a secure environment for your information.
• Your Consent Matters: While we appreciate your trust, we will always guide you to perform actions yourself, even if you give us consent to log in on your behalf. This is to ensure your data remains in your control.

Thank you for your understanding and cooperation in keeping your data safe and maintaining compliance with industry regulations.

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