Tray Platform & Embedded

Product Support

At, we care deeply about the success of our customers. That’s why each of our Support plans are designed to ensure that every customer has access to support and guidance from our Technical Support team.

With control automation

Support Plans

Connect your SaaS services with Tray



  • 17x5 support via tickets


  • Zendesk
  • Knowledge Base
  • Tray Academy
  • Tray Academy Live recordings
  • 2 business day response SLA
The Tray platform has callable triggers



  • 24x5 support via tickets and live-troubleshooting via calls


  • Zendesk
  • Live-troubleshooting (2 hr/qtr)
  • Knowledge Base
  • Tray Academy
  • Tray Academy Live - live sessions & recordings
  • Enhanced response SLAs by issue severity (1 hour - 1 business day)

Severity Level Definitions

Read step-by-step instructions and tips in our knowledge base to guide you along the way

Severity 1: Critical - Production issue affecting all users; system unavailability; data integrity issues

Severity 2: Urgent - Persistent issue affecting many users; major functionality is impacted; significant performance degradation

Severity 3: High - System performance issue or bug affecting some but not all users

Severity 4: Medium - Inquiries about routine technical issues; information requests on application capabilities, navigation, installation, or configuration

Do you offer Professional Services?

Yes! We offer onboarding plans, custom SOW’s, and recurring services with our Professional Services team. The team consists of Technical Consultants, Solutions Architects, PS Project Managers, and Leadership. Visit to learn more.


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