💁Support

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

Support Portal

Support tickets can be created via the Trusst Customer Support Portal. Note, service level objectives apply only to customer's with an existing managed service agreement with Trusst AI.

Managed Service Customers

For customers with an annual managed service agreement with Trusst AI the following service level definitions and service level objectives apply.

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 arising in the customer's environment as detailed in managed service.

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.

Coverage – Third Party Software Vendors

When required Trusst AI will manage incidents on behalf of the customer with applicable third-party software vendors (eg. AWS). Trusst AI does not control and is not responsible for response times or restore target times for third-party software vendors (eg. AWS). Trusst AI will act as an agent on behalf of the customer for incident management where third-party vendor participation is involved.

With relation to AWS Support, the customer is expected to have a minimum of Business Level AWS Support on all customer AWS accounts during the term of the managed service. This ensures any issues or service requests can be promptly resolved with the support of AWS as required. If the customer chooses not to take a Business Level AWS Support Plan, Trusst AI cannot commit to service levels for AWS support to action requests as required. The customer accepts that not having an appropriate AWS Support plan may result in resolution delays.

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.
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 to customer's ability to conduct business. No acceptable workaround available.
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.
PRIORITY 4	No impact in the production operation of the covered solution(s).

Service Level Objectives

Priority	Response Time	Restore*	Resolution or workaround
1	30 minutes	4 hours	Continuous effort
2	4 hours		8 hours
3	12 hours		5 Business Days
4	48 hours		10 Business Days

*depending on speed of access to customer's environment

Exclusions

Network related incidents are excluded. Trusst AI does not control the customer’s local network, firewall or and part of the AWS network. This is determined by your internal network team.