Terms for Support Services.
Updated 4 hours ago
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Standard Support (Level 1)
- Standard Support (Level 1 Support) is provided online via the TrustLayer website.
- Online Customer support for TrustLayer services is available Monday to Friday, 8.00 am to 5.00 pm UK time (“Standard Support Hours”).
- You can open a support ticket at: https://www.TrustLayer.co.uk/support/. You will receive a case number by email, which you can use to track the progress of your issue through to resolution. Full details and a Knowledge Base are available at HERE
Extended Support Levels
Level 2 Support
- Level 2 Support is available Monday to Friday, 8.00 am to 5.00 pm UK time. In addition to Online Support, Live Chat via the TrustLayer website is also available to customers who purchase Level 2 Support. Simply click the “Chat Now” button to connect to one of our technical support engineers.
- Level 2 Support also includes telephone support Monday to Friday, 8.00 am to 5.00 pm UK time. To contact our Support Team, please call:
- From UK: 0845 230 9590 (select option 2)
- Outside UK: +44 (0)845 230 9590 (select option 2)
Level 3 Support
Level 3 Support includes 24x7 telephone support. Customers who purchase Level 3 support have 24-hour access to our technical support engineers. Outside Level 2 telephone support hours, customers should call the 24x7 telephone number provided when Level 3 Support was purchased.
Issue Levels
The following table provides a description of the different issue categories, based on their severity and impact, that TrustLayer uses to assign a priority to individual support cases.
Category | Description |
Priority 1 (Critical) | Infrastructure outage, service disruption, system not available and no workaround exists. |
Priority 2 Degraded (High) | The service is usable but degraded. Significant reduction experienced in system performance or unavailability of a specific function. Failure of one or more system functions making use of the systems difficult (e.g., service still running and operational, but not at full capacity). |
Priority 3 General (Medium) | A problem, which is outside of the expected operation of the service but causes only minor inconvenience to the customer, requests for information, service requests or feature requests. |
Response Times
TrustLayer will use commercially reasonable efforts to respond within the timescales below following the submission of a support request.
Severity Level | Hours (GMT) | Standard Support Target Response |
Priority 1 (Critical) | 8 AM – 12 AM* | < 4 Business Hours email only |
Priority 2 Degraded (High) | 8 AM – 12 AM* | < 6 Business Hours email only |
Priority 3 General (Medium) | 8 AM – 12 AM* | Next Business Day (NBD) email only |
*Monday to Friday
Please note that the Customer is responsible for notifying TrustLayer support as soon as possible in the event of a critical or high service issue.
The USS platform status can be viewed by visiting https://status.clouduss.com, which also offers the facility to subscribe to alerts and notifications. This page also details any scheduled maintenance which may affect the platform.