💁Support

This page provides information regarding the Trusst Support Portal and managed service offering.

Support Portal

Support tickets can be created via the Trusst Support Portal. 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.

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

PRIORITY	DESCRIPTION
PRIORITY 1	Failure 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 2	Intermittent 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 3	Minor 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 4	No 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.