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Trustero Support: Hours and Channels
Trustero unavailable or something not working as expected? Submit a support ticket. For help using Trustero, explore our product guidance, connect with a GRC expert during your support window, or schedule a live session.
Open the Support Portal · View System Status
This article explains which channel to use, when our GRC experts are available, and what to expect after contacting us. Your organization’s support agreement governs any customer-specific coverage or response commitments.
Choose the Right Support Channel| What you need | Where to go | What to expect |
|---|---|---|
| Report an unavailable product, access problem, error, or suspected bug | Support Portal | Submit a ticket so the issue can be tracked and routed to the appropriate technical team. Do not wait for a Teams, Slack, or personal email response. |
| Find instructions or learn how to use a feature | Product guides, training videos, and the Product Guidance TI Playbook | Explore guidance on demand. The TI Playbook is available inside your Trustero account and requires access to the application. |
| Ask a GRC expert a product or how-to question | Your organization’s agreed Teams or Slack channel | Connect with our GRC team during the direct guidance hours below. These channels are not continuously monitored emergency support channels. |
| Ask a question outside direct GRC guidance hours | Support Portal | Submit your question for tracked follow-up under your organization’s applicable support terms. |
| Get a live walkthrough or discuss a more involved question | Schedule a session with Patricia or Ryan | Book a time from the available appointments. Scheduled sessions are for guidance and walkthroughs, not urgent incident response. |
| Discuss general account matters or non-urgent coordination | Email your usual Trustero contact | Your contact will coordinate the next steps. Use the support portal for product issues requiring technical investigation. |
Product Guides and Training Videos: support.trustero.com/knowledge
Schedule a Live Session with Patricia: HubSpot Link
Schedule a Live Session with Ryan: HubSpot Link
Our GRC team’s shared guidance window is: 6:00 a.m. to 6:00 p.m. U.S. Eastern Time (ET)
This window covers direct product guidance and GRC assistance through your agreed Teams or Slack channel. Live meetings are subject to the availability shown in the booking calendar.
These are GRC guidance hours, not a restriction on reporting technical issues. You can submit a support ticket at any time. Technical response and escalation follow the impact of the issue and your organization’s support agreement, separately from direct GRC availability.
Guidance Hours in Your Time Zone
| Location | Local GRC guidance window |
|---|---|
| U.S. Eastern | 6:00 a.m. to 6:00 p.m. ET |
| Ireland | Usually 11:00 a.m. to 11:00 p.m. |
| Germany | Usually noon to midnight |
| India, during U.S. daylight saving time | 3:30 p.m. to 3:30 a.m. the following day |
| India, during U.S. standard time | 4:30 p.m. to 4:30 a.m. the following day |
The U.S. and Europe change clocks on different schedules. During the brief periods when those changes do not align, the guidance window is 10:00 a.m. to 10:00 p.m. in Ireland and 11:00 a.m. to 11:00 p.m. in Germany.
These windows correspond to the same staffed Eastern workday. Where coverage extends past midnight, the closing time falls on the following local calendar day.
Messages Sent Before or After Guidance Hours
You may leave a guidance question in your agreed Teams or Slack channel outside staffed hours, but an immediate reply should not be expected. Use the support portal for questions that need tracked follow-up.
Routine guidance is reviewed during the next applicable staffed window unless your organization’s agreement provides different coverage. The beginning of a staffed window is not a guaranteed reply time.
For an unavailable product or malfunctioning feature, submit a support ticket rather than waiting for direct GRC coverage to begin.
Submit and Track a Support TicketOpen support.trustero.com and use the Support Tickets section to submit a new request or view your existing tickets.
To help us investigate, include:
- What happened and its impact: The affected feature, what you were trying to do, what you expected, and whether you or other users are blocked.
- When it happened: The date, approximate time, and your time zone. Note whether the issue is ongoing or intermittent.
- Useful supporting details: Error messages, steps that reproduce the issue, and screenshots when available.
Do not delay reporting an urgent issue while gathering screenshots or other optional details. You do not need to know whether the cause is a bug, a configuration issue, or an external service.
Do not include passwords, API keys, access tokens, or unnecessary sensitive information. Our team will explain how to share additional diagnostic information securely when needed.
What Happens After Submission?
Automated acknowledgment. You receive confirmation that your request was received, together with its ticket reference. This is an automated receipt, not a human response or confirmation that an engineer has begun investigating.
Review and routing. Product issues are routed for technical assessment. Urgent product-impacting issues follow the Engineering escalation process. Guidance questions are directed to the GRC team. Response expectations depend on the issue’s impact and your organization’s support agreement.
Follow-up and updates. Use your existing ticket to provide additional information and track the request. If the impact changes or a workaround stops working, update that ticket and explain what changed rather than creating a duplicate request.
Unable to Access the Support Portal?
Email support@trustero.com with your company name, contact details, a description of the issue, and when it began, including your time zone.
If you already have a ticket reference, include it in your message.
Check System Status and Subscribe to UpdatesVisit trustero.statuspage.io to review published service status, reported incidents, and incident updates.
Select Subscribe to Updates on that page to receive notifications about published service incidents.
You do not need to check the status page before submitting a ticket. A service showing as operational does not rule out an account-specific issue or a newly emerging problem.
If your issue appears related to a published incident, include that information in your ticket. Our team can then connect your report to the incident while continuing to track any impact specific to your organization.
Get Help Using TrusteroFor product instructions, start with our support articles and training videos. For guidance inside the application, use the Product Guidance TI Playbook.
During direct GRC guidance hours, use the Teams or Slack channel agreed with your organization. If you do not know which channel to use, ask your Trustero contact.
For a live walkthrough, schedule a session with Patricia or Ryan using the booking links above. Include the topic you would like to cover and any related ticket reference so we can prepare.
Self-service resources and scheduled sessions are optional support choices. You are not required to complete training, consult the TI Playbook, or book a meeting before reporting a product issue.
Your Support AgreementYour organization’s agreement defines its applicable support coverage, response commitments, and service availability terms.
The 99% product-uptime commitment and applicable OpenAI outage exclusion are governed by that agreement. Availability commitments are separate from acknowledgment, human-response, and resolution times.
Report service problems regardless of the suspected cause. Our team will assess the issue and communicate the next steps; you do not need to determine whether an availability exclusion applies before contacting support.