SunGuide Support

SunGuide software is a critical part of the day-to-day operations at the traffic management centers across Florida. As with any software supporting traffic operations, the reliability and efficiency of the software is paramount. Any delay in the software actions results in delay in traffic information dissemination consequently causes subsequent distress to the travelers and longer periods of congestion. With software of this complexity and importance, prompt support is critical and sometimes, challenging.  

CustomerService 18482729Florida DOT places significant importance on timeliness of software support. The support staffing includes a mix of on-site and remote staff. The software support can be accessed 24 hours a day and 7 days a week via:

  1. Support phone number: (210) 522-6883.
  2. Footprints Issues web site, click here.

The Department requires the contractor to respond to software failure issues within one hour, one day to respond to issues pertaining to software configuration and defects, and three days to respond to enhancements.   The issues are tracked using the web based issues tracking tool, Footprints.