Trimble Connect Support

Document created by Karthik Rajagopal on Jan 16, 2018Last modified by Ray Bagley on Feb 22, 2019
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Trimble Connect Support

[Last Updated: February 19. 2019]

Trimble offers 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 through Friday 4:00pm US Mountain Time
    • Support is not available weekends or holidays

Targeted Response Times

Trimble Support is committed to providing consistent and timely support to users of our paid products; users of free products will receive lower priority. 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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