Trustero Support: Hours and Channels

Trustero unavailable or something not working as expected? Submit a support request. For help using Trustero, explore our guides and videos, use your agreed Teams or Slack channel during guidance hours, or schedule a live session.

Submit a Support Request | Support Portal | View System Status

Choose the right support channel

What you need	Where to go	What to expect
Report an access problem, error, suspected bug, or unavailable product	Support request form	A tracked request, automated receipt and priority assessment, followed by the appropriate technical response. Do not wait for a chat or personal email reply.
Ask a question requiring follow-up	Support portal or support@trustero.com	A recorded request and response under your applicable support terms. Ticket-based GRC on-call begins at 03:00 ET on agreed support days; earlier or additional coverage applies where your agreement requires it.
Ask a product or GRC how-to question directly	Your agreed Teams or Slack channel	Direct guidance from 06:00 to 18:00 ET on agreed support days. These channels are not continuously monitored emergency channels.
Learn a feature or find instructions	Knowledge base, videos and Product Guidance TI Playbook	Guidance on demand. The TI Playbook is inside your Trustero account and requires access to the application.
Get a live walkthrough	Meeting link provided by your Trustero contact	Book an available session. Ryan's meetings start no earlier than 07:00 ET; Patricia's availability is shown in her booking calendar.
General coordination or a product suggestion	Usual Trustero contact or support intake	Our team records the request and coordinates review. A suggestion acknowledgment is not a promise of a release date.

Browse Product Guides and Training Resources

Your organization's support agreement governs any specific coverage, response commitments, business calendar, and priority-setting rights. The hours below distinguish the available channels; they do not replace those terms.

Support hours: tickets, chat, and meetings

Support option	U.S. Eastern Time (ET)
Submit a ticket or email request	Any time. Automated intake and priority assessment are separate from a human response.
Ticket-based GRC on-call assistance	Begins at 03:00 on your agreed support days. Responders receive alerts when a request needs attention; this is not a live chat or meeting window.
Direct Teams/Slack guidance	06:00-18:00 on your agreed support days. Ryan begins the early coverage, and Patricia covers the later end.
Meetings with Ryan	No earlier than 07:00, subject to available appointments.
Meetings with Patricia	No later than 17:00, subject to available appointments.
Urgent technical response	Separate from direct guidance hours. P1/P2 service problems follow the applicable technical response commitments without waiting for the GRC window.

Hours in your location

Location / seasonal period	GRC ticket on-call begins	Direct Teams/Slack guidance
Ireland / most of the year	08:00	11:00-23:00
Germany / most of the year	09:00	12:00-00:00 the following day
India / U.S. daylight saving time	12:30	15:30-03:30 the following day
India / U.S. standard time	13:30	16:30-04:30 the following day

ET follows U.S. daylight saving. During the brief periods when U.S. and European clock changes do not align, Ireland's ticket on-call begins at 07:00, and direct guidance runs 10:00-22:00; Germany's ticket on-call begins at 08:00, and direct guidance runs 11:00-23:00. Windows correspond to the same agreed Eastern support day.

Requests outside direct guidance hours

Use a support request for tracked follow-up rather than relying on an unread Teams, Slack or personal email message. The start of a support window is not a guaranteed reply time. Response timing follows the assessed impact and your applicable support agreement, including any obligation requiring a response before the standard GRC opening.

Your Trustero contact can confirm the support days, holiday arrangements and private Teams/Slack channel agreed for your organization. A meeting appointment is never a prerequisite for reporting a technical issue.

How we assess priority and respond

Tell us what happened, who is affected, whether you can continue your work and whether a workaround is available. You do not need to select P1, P2 or P3 or diagnose the cause. We assess priority from the reported product and business impact and include it in your automated confirmation. Any priority-setting rights in your agreement continue to apply.

Priority	What it generally means	Response standard for service problems
P1 / Critical	The service or a significant function is not working, or significant access/use is blocked, with likely significant business impact.	Human response and senior-engineer work commencement within one hour of the applicable report/detection trigger. Technical efforts continue 24/7.
P2 / High	Functionality is impaired or some users cannot use it, with business impact.	Human response and senior-engineer work commencement within one hour of the applicable trigger. Ongoing technical efforts follow the applicable business-hours commitment.
P3 / Normal	Minimal product impact, or a routine guidance, account or improvement question.	Response within four hours during your applicable regular business hours, or on the next business day for reports outside those hours, subject to your agreement.

The automated confirmation is not a human response or proof that an engineer has begun work. We may mark an initial priority as provisional while our team reviews the details. We may update the assessment as facts become clearer, while respecting applicable contractual rights and response commitments.

If the priority does not reflect the impact, add details to the existing ticket and request review. Tell us if more users are affected, a workaround stops working or the impact becomes more serious. You do not need to submit a duplicate request.

Include these details in your request

Provide your work email and company, a short summary, what you expected and what happened, and the impact on your work. For an issue, include when it began and your time zone if known. Screenshots, error messages and reproduction steps are helpful but optional.

Do not delay reporting an urgent issue while gathering attachments. Do not include passwords, API keys, access tokens or unnecessary sensitive information. Our team will explain how to share additional diagnostic details securely when needed.

Track or update an existing request

Use the secure ticket link in your confirmation or return to the Support Portal to view your requests. Add new information to the existing case. If you cannot access the portal, email support@trustero.com with your company, issue details and any existing ticket reference.

Need help with an AI feature or a control result?

A completed control test that returns Fail does not necessarily mean Trustero is malfunctioning. It may identify an evidence gap or a condition that does not meet the test criteria. Our GRC team can help you understand the findings, review the evidence and determine the appropriate next step.

If the test will not run, repeatedly errors, loses changes or appears to produce incorrect results, report that behavior. We will assess it as a possible product issue based on the facts and impact. You do not have to determine the cause first.

Our team uses live onboarding, targeted follow-up, training videos and self-service guidance to help you become comfortable with the AI features. Guidance is intended to support accurate results and effective use, not to make every control pass regardless of the evidence.

Find guidance or schedule a session

Browse the Trustero Knowledge Base for guides and training resources, or use the Product Guidance TI Playbook inside your Trustero account. During direct guidance hours, ask your question in the Teams or Slack channel agreed with your organization.

For a live walkthrough, use the booking link provided by your Trustero contact. Include the topic and any related ticket reference so we can prepare. Ryan's calendar does not offer appointments before 07:00 ET. Patricia's available appointments are shown in her booking calendar.

You are not required to complete training, consult the TI Playbook or book a session before submitting a support request. Proactive guidance and technical support are complementary services.

Check system status and subscribe to updates

Visit trustero.statuspage.io to review published service status and incidents. Select Subscribe to Updates to receive notifications about published incidents.

A service showing as operational does not rule out an account-specific or newly emerging issue. You can submit a ticket whether or not an incident is listed. If your report relates to a published incident, mention it so our team can link your case while tracking your organization's impact.

Service availability and your support agreement

Your organization's agreement governs its availability measurement, coverage, response commitments and remedies. The 99% product-uptime commitment and applicable OpenAI outage exclusion are separate from support acknowledgment, response and resolution times.

Report service problems regardless of the suspected cause. We will assess the impact and communicate next steps; you do not need to determine whether an availability exclusion applies before contacting support. A product suggestion or guidance request does not create a commitment to build a feature or change a valid control result.

Submit a Support Request | Browse Guidance | View System Status

Trustero Support: Hours and Channels

Report a product issue, find guidance or connect with a GRC expert