Contacting Support

Updated 6 months ago by TruSTAR

If you have a technical issue or problem, please go to the TruSTAR Customer Service portal https://trustar.atlassian.net/servicedesk/customer/portals.  You can also email us at support@trustar.co.

Support during standard business hours are Monday – Friday, 9am CST – 6pm CST excluding Public and TruSTAR holidays. Read more here

Support Request Priority

Targeted Response Time 

Example of Support Issues

P1

Critical/Blocker

TruSTAR will respond to P1 tickets within 4 hrs

System is down/not able to  function

P2

Serious/Limiting

TruSTAR will respond to P2 tickets within 24 hrs

Specific feeds or integrations are failing

P3

Minor Bug Frustration

TruSTAR will respond to P3 tickets within 48 hrs

Formatting issues and visual glitches with UI

Having issues after a product update?

Following a product update, a you may need to clear your browser cookies and cache if you notice issues viewing the TruSTAR Station user interface. Follow these guides, depending on which browser you prefer:

How Did We Do?