Support
Service Status
Best Option: Submit a Ticket
Section titled “Best Option: Submit a Ticket”Trimble Cloud Operations Support Portal
Additional Phone & Email Support Options
Section titled “Additional Phone & Email Support Options”-
Email: cloudplatform_support@trimble.com. This method enters the same ITSM triage as the support portal above but with fewer triage options.
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Phone for Urgent Support Issues: +1-408-456-6619
Expected Support Response Times
Section titled “Expected Support Response Times”High Priority: The service is down completely and there is a risk of significant data loss or corruption, or a significant network problem that limits a customer’s ability to maintain productivity. High Priority tickets would be anything that can have a significant negative financial, safety, or commercial impact.
Medium Priority: The service is operational, but one or more expected functions have been lost. Critical operations can continue, or a workaround is available. The Medium Priority ticket will encompass the majority of Support cases submitted.
Low Priority: The service is operating as expected, or a minor problem is encountered, and a workaround is already in place; enhancement requests or requests for added functionality.
