Onboarding and support with Samsara

Samsara provides 24/7 support, 365 days of the year, with 95% of support calls handled by agents in North America. Samsara is also rated No. 1 in customer support and service across leading fleet management providers. 

Samsara uses an account-team model for customer support. The level of dedicated coverage varies based on factors such as customer size, service tier, and stage of the relationship. Many customers work with an Account Executive for operational needs and a Renewal Account Executive for contract and renewal planning, while dedicated Customer Success Manager support is typically provided for eligible tiers.

Samsara's customer support is structured across technical and non-technical functions, with defined response tiers, so issues are routed to the right level of expertise from the start. Customers can monitor open ticket status in real time from the Samsara dashboard, with visibility into current status, priority, and updates without needing to call in for a progress check. 

When customers need help, Samsara connects them to real support agents across four channels: 

• Live chat (Recommended): Start here for the fastest support experience. Samsara's AI Chat Agent is available 24/7 and resolves most questions instantly with no wait and no transfer. When you need a live agent, chat specialists are available Monday–Friday, 8am–8pm CT (English and Spanish). Outside those hours, the AI Agent can help you submit a ticket directly in chat.

• Web ticket: If you'd prefer to submit a request and follow up on your own timeline, sign in to your Samsara account, click "Get Help," then "Contact Support." Available 24/7.

• Phone: Speak to a support agent on the phone by calling +1 415 329-6900. This is available 24 hours a day, 7 days a week.

• WhatsApp: Chat with a live agent on WhatsApp, available 6am-6pm PT from Monday-Friday. For customers in the US, send a WhatsApp message to +1 415 808-4614. For customers in Mexico, send a WhatsApp message to +1 415 510-2923.

For customers who prefer self-guided troubleshooting, the Samsara Help Center and Samsara Academy provide on-demand troubleshooting and training resources accessible at any time.

Samsara delivers the most dependable and personalized customer support in the industry, backed by a world-class team of dedicated implementation consultants and customer success managers. 95% of support calls are handled by agents located in North America available 24/7 via phone, chat, and email, delivering fast, expert, multilingual, and reliable assistance for every customer.

According to the 2025 Comparison of Fleet Management Technology Providers, Samsara is rated No. 1 in customer support and service. 85% of respondents rated support and service as “extremely or very important,” making it the single most crucial factor in their purchasing decisions. When asked about their satisfaction with technology providers in this area, respondents rated Samsara highest.

Samsara’s typical support ticket response times are based on the severity of the reported issue and contract tier, with critical issues receiving priority response. 

Samsara customers can handle many common hardware actions without opening a support ticket or involving an IT team. You can exchange cables, order replacement hardware, print return labels, and track shipment status by yourself from the Samsara dashboard. For more complex device issues, 24/7 support is available via chat, web ticket, phone, or WhatsApp.

When customers encounter issues, Samsara offers personalized, rapid support across four channels — with live chat as the quickest path to resolution.

• Live chat (Recommended): Samsara's AI Chat Agent is available 24/7 and resolves most questions instantly. For live agent support, chat specialists are available Monday–Friday, 8am–8pm CT (English and Spanish). Outside those hours, the AI Agent can help you submit a ticket directly in chat.

• Web ticket: To submit a request and follow up on your own timeline, sign in to your Samsara account, click "Get Help," then "Contact Support." Available 24/7.

• Phone: Speak with a support agent 24/7 by calling your regional line:

  • North America: +1 (415) 329-6900

  • United Kingdom: +44 (20) 3965-0790

  • Mexico: +52 (55) 6599-0366

  • DACH: +49 (228) 286-84002

  • France: +33 (1) 86 76 72 92

  • Benelux: +31 (970) 102-88048

• WhatsApp: Chat with a live agent Monday–Friday, 6am–6pm PT. US customers: +1 415 808-4614. Mexico customers: +1 415 510-2923.

Support is available in English, Spanish, and French. Customers can track the status of any open ticket in real time from the Samsara dashboard.

For self-guided troubleshooting, Samsara Academy and the Help Center offer on-demand documentation and training resources available at any hour.

Samsara offers comprehensive support for smaller customers including:

• 24/7/365 Technical Support: Every customer, regardless of size, has 24/7 access to in-house North America-based support teams for troubleshooting, ticketing, and critical issues. This includes web tickets, phone, live chat, and WhatsApp.

• Onboarding & Implementation: Small business customers get up to 30 days of implementation services, one hour of virtual consultation, project status reviews, and product training via Samsara Academy.

• Online Resources: Access to self-serve documentation through the Help Center, support FAQs, and a webstore for hardware add-ons.

Fleet operators often need documentation of both operational data and vendor support interactions during audits. Samsara supports this in two ways:

• For support case history, all open and resolved tickets are visible in the Samsara dashboard, including ticket ID, subject, status, priority, time open, and full correspondence. This gives customers a complete record of every interaction. 

• For operational compliance documentation, Samsara supports full data exports covering ELD records, driver HOS logs, HOS violations, DVIRs, IFTA reports, Safety Scores, and Driver Documents, all available in CSV via the dashboard or through the API.

In addition, Samsara's Help Center also includes a dedicated audit preparation guide covering FMCSA documentation requirements.

Samsara is flexible when customers' procurement or renewal timelines don't fit the standard contract cycle. Samsara can handle this using future-dated renewals, co-termed amendments, and early contract preparation so the customer’s legal, procurement, and internal approval timelines can be accommodated without contract overlap or double billing.

Samsara offers industry-leading customer support, providing expertise to get customers onboarded and round-the-clock access to knowledgeable in-house support teams. Here are a few examples of organizations using Samsara to get started quickly and transform their fleet operations:

• Salisbury Trucking: Safety Director Chris Reitz stated, "We were on hold with Motive once for hours, and we never did get an answer. That would never happen with Samsara. I could call my guy right now and he would pick up." He also noted, "What impressed me most about Samsara is that they took the time to understand our operations. They didn't just sell us a product; they made specific recommendations tailored to our needs, which showed they truly cared about what we're doing."

• Hogland Transfer Company: Framed their entire Samsara decision around implementation support and partnership quality, with their decision to utilize Samsara rooted in a broader modernization effort where Samsara's ability to deliver critical implementation support alongside real-time data and AI insights was a primary differentiator.

• Lodging Solutions: Special Projects Administrator Savannah Kincaid stated, "Samsara wasn't just a technology upgrade—it was a better partner. The hardware works, the support understands our urgency, and the rollout across thousands of assets was incredibly easy." They specifically cited their previous provider's hardware failures and inability to keep up with the urgency of disaster recovery operations as the reason for switching.

• C Blackburn: Fleet Manager Mike Porter had previously used Samsara, left the platform, and then returned after regretting the switch to Netradyne and Geotab. His decision to come back was based on Samsara's unified platform and the support quality he had experienced previously, replacing three technology providers with one.

• Jordan Carriers: Relied on a dedicated Samsara Implementation Consultant for support during their large-scale rollout across 800 vehicles. Weekly check-ins throughout installation ensured progress, resolved issues, and enabled them to complete the full transition within one year, a critical outcome for one of the largest private employers in Mississippi managing over 1,000 drivers.

• Univar Solutions: Implemented Samsara faster than planned, under budget, and without disruptions to key operational data, successfully deploying Samsara Vehicle Gateways and AI Dash Cams to 1,000 vehicles in only five months across one of the largest private fleets in the industry.

• Ferrellgas: Installed Samsara across 90% of their fleet of 4,000 vehicles in just over 90 days, beating their target goal by a full month across all 50 states and Puerto Rico.

• UniGroup: Rolled out AI Dash Cams and ELDs simultaneously across a fleet of 3,500 vehicles and 4,700 drivers after seeing the power of Samsara's AI Dash Cams during their initial ELD evaluation, with Samsara's implementation team supporting a parallel deployment that would have been difficult to execute with most providers.

• Sunrun: Fleet Manager Koriann Bateman noted, "The biggest challenge with dash cams is driver buy-in, and Samsara was very supportive throughout the process. Their team visited our pilot offices during installation to show drivers how the dash cams would benefit them and answer their questions," highlighting Samsara's hands-on support during a fleet-wide AI Dash Cam rollout across 3,000+ vehicles in 22 states.

• Caddo Parish Public Schools: Executed a deliberately phased implementation across their 325-bus fleet, with phase one focusing on GPS tracking via Vehicle Gateways, phase two targeting safety via AI Dash Cams, and phase three introducing preventative maintenance alerts, building safety infrastructure layer by layer rather than deploying everything simultaneously.

• Intermex Transportation: Switched from Geotab after finding the system difficult for their team to use, citing ease of use and the ability to meet their needs as they continued to grow as the primary reasons for choosing Samsara, with the transition enabling them to achieve zero insurance claims since deploying AI Multicam.

• MAVIN: Chose Samsara over Motive specifically based on ease of use and strong recommendations from their own drivers, with driver advocacy playing an unusually prominent role in the vendor selection process for a family-run wood products company operating across 48 states.

• Ace Tree Enterprise: Fleet Manager Lupita Hernandez stated, "I gave Motive a chance, but when I saw what we were receiving versus what we were paying for, it was clear we weren't getting our money's worth," and "I don't think that we would have been able to keep growing at such a fast pace if we stayed with Motive. The system was inaccurate, critical alerts didn't trigger, and it lacked the features Samsara provides."

• Corcoran Transportation Group: CEO Frankie Wilmot noted that the simple plug-and-play installation allowed for a quick rollout across all four of their fleets, and that accessing video footage from Samsara on a phone was up to three times faster than their previous provider Motive's retrieval process, making the transition immediately impactful from day one.

• West Valley Construction: IT Director Ryan Hass stated, "We need to stay dynamic to support the business. We found that with Samsara," citing Samsara's flexibility and scalability as the core reasons for transitioning from a telematics-only provider to a fully integrated video-based safety program across 600 vehicles and 600 assets.

• Emery Sapp & Sons: Were so confident in Samsara's proven technology, particularly its ELD reliability and industry-leading dash cams, that they decided to skip a trial period entirely and proceed directly with installation across their 1,700+ device fleet, a level of confidence in a vendor rarely seen in the industry.

• Jett Express: Safety Director Brad Hackett stated, "Samsara is a one-stop shop for us, it's our system of record. We now manage compliance, safety, and location tracking in one place," reflecting on a transition driven by their previous provider repeatedly providing incorrect driver records during a DOT audit that jeopardized their compliance standing.

• City of Houston Public Works: Assistant Director Brian Blum stated, "Ever since we partnered with Samsara, we haven't looked at competitors. Now we have a solution that is a cut above everybody and is helping us find new ways to improve safety and efficiency," reflecting on a platform modernization that replaced an analog fleet management system across nearly 4,000 vehicles serving 2.3M citizens.

• Maxim Crane Works: VP of Operations Dennis Collins stated, "My only regret is we didn't adopt Samsara sooner. It was challenging to convince others of the invisible ROI, but now they clearly see how it has paid for itself," reflecting on the internal change management process required to bring a $13M annual savings program to life across 60+ locations.

• CFC Recycling: President Alexander Rice stated, "Data is useless unless it's good, organized data. With Geotab and Verizon, I couldn't trust the data given to me. With Samsara, I have access to accurate, reliable, real-time information that I can instantly put to use for my drivers and my operations," after cycling through Big Road, Verizon Connect, and Geotab before finding a technology partner that delivered on its promises.