General Support
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      2. General Support

      Contact App Xchange Support

      To contact support, submit a ticket here.

       Trimble will provide support during normal business hours, Monday through Friday, from 8:00 a.m. to 6:00 p.m. CT (excluding U.S. federal holidays).

      Response times vary depending on the severity of your case, which you must indicate when submitting your ticket. There are four classifications of case severity.

      Severity Level 1 A critical error that renders all major functions of the Software
      unusable, causing critical errors that result in the impacted business
      function being halted completely.      		 Four business hours
      Severity Level 2 A significant error that renders a major function of the software unusable or negatively impacts the usability or performance of a major function of the software in a material manner. A significant error heavily impacts the software or renders a major function unusable. Eight business hours
      Severity Level 3 A minor error that renders a non-essential function of the Software
      unusable or negatively impacts the usability or performance of a
      non-essential function. It does not significantly affect the overall
      usability or performance of the Software.       		 One business day
      Severity Level 4 An information request , request for clarification on the use of a function, or account management request.
      The software remains usable in all material respects.       		 Three business days

      Maintenance Window

      App Xchange performs standard maintenance every Wednesday from 9:00 p.m. to 11:59 p.m. CT. You do not need to contact Support if you experience an outage or performance issue during the standard Wednesday maintenance window.

      You can also email xchange_support@trimble.com with [Company Name] - [Issue Summary] as your subject line to submit a support ticket.

      When you submit a support ticket via email, we recommend following these best practices.

      Specify the Issue Clearly

      • Provide a concise and descriptive subject line for your support ticket.

      • Please indicate the severity level of your issue based on the criteria above.

      • Describe your issue, including any error messages, system behavior, or discrepancies.

      • Clearly communicate the impact of the issue on your business operations. Is it a minor inconvenience, a critical problem, or something in between?

      • State your expected outcome when this ticket is resolved.

      Include Relevant Information

      • Mention the integration and the specific dataflow or process the issue affects. Reference specific data whenever possible.

      • Indicate the date and time when the problem occurred.

      • Specify any recent changes or actions your company has taken that might be related to the problem (i.e. server upgrades, ERP changes).

      • Describe the steps you have already taken to troubleshoot the problem. Include any actions you have performed to isolate, resolve, or work around the issue.

      • Mention if you have worked with other systems' support teams or consultants.

      Avoid Support Ticket Pitfalls

      • Avoid overly general or vague descriptions such as "It is not working." Tickets that contain relevant, specific information have faster turnaround times.

      • Avoid forwarding lengthy email chains. If it is necessary, please provide a brief summary.

      • Do not respond to old tickets (closed for >1 week) to report a new or related issue. Instead, please send a new email or open a new ticket, which will get the issue resolved faster.

      Stay Engaged

      • Check your email regularly for updates from our team.

      • Respond promptly to any requests for additional information or clarification.