Trimble offers support (“Support”) for Trimble Connect and its associated products and services, in accordance with the following terms:
Support Resources General Support Contact Us General Support (not Product-specific) For topics like billing questions, order-related inquiries, and account management, send your request with a clear subject line to trimble-support@trimble.com Sales Please reach out to your sales representative or request the contact information for your sales representative by sending your request with a clear subject line to trimble-support@trimble.com Products Product Support B2W https://b2w.my.site.com MEP NA & Trade Services https://www.trimbleenterprisecommunity.com/ Nova https://www.trimbleenterprisecommunity.com/ Quadri https://sites.google.com/trimble.com/quadrihelp?pli=1 Sketchup https://help.sketchup.com/en/contact-support Stabicad https://bimme.com/ Tekla https://support.tekla.com Trimble Connect connect-support@trimble.com Trimble Electrical Designer 2D UK: https://www.trimblecommunity.com/s/BNL: https://bimme.com/ Viewpoint https://support.viewpoint.com/s/ Trimble Connect Community Forum Support This option provides a collaborative community site which allows customers to interact with Support and other users as well as access self-service functions (knowledge base, Forum, Web form, etc.). For Community Forum Support visit: Trimble Connect Community Forum.
Support Hours Trimble Connect 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 5:30pm MST through Friday 5:00pm 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 Priority Response Time High priority 2 Hours Medium priority 4 Hours Low priority 8 Hours Priority Definitions Priority Description 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.