CargoWise Support: Getting Help When You Need It

When something breaks or a workflow isn't behaving, where you actually go for CargoWise support depends on the issue — and on whether you have a partner-backed support arrangement in place.

Key takeaways

CargoWise support splits into WiseTech Global's own channels and a certified partner's dedicated support.
A partner support program typically covers configuration issues, workflow questions, and proactive health checks.
Tiered support (L1 through L4) means routine questions and complex escalations are handled differently.
24/7 or 24x5 coverage matters most for companies operating across multiple time zones.

Two layers of support

WiseTech Global handles platform-level issues — bugs, outages, core product questions. Day-to-day configuration questions, workflow troubleshooting, and "why isn't this working the way we set it up" issues are usually handled faster by a certified service partner who knows your specific setup.

What good partner support looks like

A well-run support program is tiered — L1 for general questions, up through L4 for specialist escalations — with defined response times, rather than a single inbox everything funnels into. Proactive system health checks catch configuration drift before it becomes a real problem, instead of only reacting after something breaks.

Why coverage hours matter

For a company operating across multiple time zones, 24x7 or 24x5 coverage isn't a luxury — it's the difference between an issue at 2am local time getting fixed before the next shift starts or sitting unresolved for half a day.

Need dedicated CargoWise support?

YadriTrans's Care Program provides tiered technical support with flexible 24x7 or 24x5 coverage and proactive system health checks for CargoWise users.

Frequently asked questions

What's the difference between WiseTech support and partner support?

WiseTech Global handles platform-level issues; a certified partner typically handles configuration, workflow, and setup-specific support faster, since they know your environment.

What does tiered CargoWise support mean?

Issues are routed by complexity — general questions handled at L1, escalating up to specialist-level L4 support for complex problems.

Is 24/7 CargoWise support necessary?

It matters most for companies operating across multiple time zones or with round-the-clock operations; smaller single-region operations may only need business-hours coverage.