# Support ## Support Portal Support tickets can be created via the [Trusst Support Portal](https://support.trusst.ai). Note, service level objectives apply only to customer's with an existing managed service agreement with Trusst AI. ### **Incident Management – Support and Issue Resolution** The Trusst AI Service desk handles incidents as part of the managed service. Trusst AI will track and manage all incidents logged by the customer using [Trusst Support Portal](https://customer.support.trusst.ai/servicedesk/customer/portal/1). The customer will be responsible for Level 1 incidents with escalations handled by the Trusst AI service desk for Level 2 and above. Once an incident is reported, a qualified resource will begin the process of verifying the issue and determining the level of severity. Trusst AI will establish the severity level of each incident based on the customer's assessment of business impact. As troubleshooting progresses, Trusst AI will work with the customer to reassess the technical and business impact of the problem and, if appropriate, adjust the case severity level. ### **Service Level Definitions**
PRIORITYDESCRIPTION
PRIORITY 1Failure in the production operation of the covered solution(s) that causes halt or severe impact on customer’s operations. No acceptable workaround available. Includes security incidents identified by the customer that pose a critical risk to operations.
PRIORITY 2Intermittent failure in the production operation of the covered solution(s) that causes moderate degradation in performance or results in a major operational impact. No acceptable workaround available. Includes customer-identified security risks that are of high severity but not immediately business-critical.
PRIORITY 3Minor impact in the production operation of the covered solution(s) where the system is operational but a technical incident needs resolution. Acceptable workaround available. Includes customer-identified security risks of moderate severity.
PRIORITY 4No impact in the production operation of the covered solution(s). Includes customer-identified security risks of low severity or informational findings.
### **Service Level Objectives** | **Priority** | **Response Time** | **Restore\*** | **Resolution or workaround** | | ------------ | ----------------- | ---------------- | ---------------------------------------------- | | 1 | 30 minutes | 4 hours | Continuous effort | | 2 | 4 hours | 8 hours | Continuous effort until resolution | | 3 | 12 hours | 5 business days | Scheduled resolution based on mutual agreement | | 4 | 48 hours | 10 business days | Reviewed during regular maintenance updates | \*Restoration objectives are dependant on timely access to the environment for troubleshooting and deployment of the resolution, i.e. **Refer to Trusst AI's Shared Responsibility Model for details related to roles and responsibilities of Trusst AI and Customers.** --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.trusst.ai/product-guides/support.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.