Support Policy – Trimble Connect

Document created by Karthik Rajagopal on Jan 16, 2018Last modified by Karthik Rajagopal on Jan 16, 2018
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Support Policy – Trimble Connect

This Trimble Connect Support Policy accompanies the Trimble Connect Terms and Conditions, available at Terms and Conditions of Sale or a successor URL (the “Agreement”) entered into between you (“Customer”) and Trimble.  Capitalized terms used in this Trimble Connect Support Policy that are not defined herein have the meanings given to them in the Agreement.

Trimble offers support (“Support”) for Trimble Connect and its associated products and services, in accordance with the following terms:

Support Resources

    • Email Support – Customer can email the Support team directly:

connect-support@trimble.com

Support Hours

  • Trimble Support has agents in 3 global locations, allowing for Support 24 hours per day, 5 days per week.  Specifically, Support hours are as follows:
    • Sunday 1:30pm MST through Friday 4:00pm MST
    • Support is not available weekends or Holidays

Targeted Response Times

Trimble Support is committed to providing consistent and timely support. To that end, the Support team will use commercially reasonable efforts to meet the following targeted response times during Support hours:

 

Priority

Targeted Response Times

High Priority

2 Hours

Medium Priority

4 Hours

Low Priority

8 Hours

 

  • Priority Definitions

 

High Priority - The Service is down completely, there is risk of significant data loss or corruption, a significant network problem that limits 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 there has been a loss of one or more expected functions.  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 work-around is already in place; enhancement requests or requests for added functionality.

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