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.

With Tray.io control automation

Support Plans

Connect your SaaS services with Tray

Standard

PLATFORM & EMBEDDED PRODUCT SUPPORT

  • 17x5 support via tickets

RESOURCES

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

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

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 tray.io/services to learn more.

Resources

3 Keys for Scaling Modern Workloads

3 Keys for Scaling Modern Integration Demands

Get the guide
AdRoll

AdRoll integrates disparate lead data to target the best opportunities

Learn more
Automate-the-Entire-Lead-Lifecycle-Guide

Automate the entire lead lifecycle

Get the guide
apis-the-most-powerful-tools-you-didnt-know-you-had blog post cover image

APIs: The most powerful tools you didn't know you had

Read blog
Chartio a Tray.io partner

Chartio offers cloud-based data exploration simple enough for anyone.

See partner website
Zendesk a Tray.io partner

Together, Zendesk + Tray.io close the gap between customer support, sales and the rest of the company.

See partner website