Tray Platform & Embedded
Product Support
At Tray.io, 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.
Support Plans
Standard
PLATFORM & EMBEDDED PRODUCT SUPPORT
- 17x5 support via tickets
RESOURCES
- Zendesk
- Knowledge Base
- Tray Academy
- Tray Academy Live recordings
- 2 business day response SLA
Premium
PLATFORM & EMBEDDED PRODUCT SUPPORT
- 24x5 support via tickets and live-troubleshooting via calls
RESOURCES
- 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
