Support terms
How Tray.ai handles support requests, issue severity, and response times
We use four severity levels to describe the impact of an issue. When you open a support request, choose the level that best matches the problem. For Severity 1 issues, you must have dedicated resources available to work with us until a commercially reasonable resolution is reached.
Severity definitions
Critical (Severity 1)
A critical production issue that severely impacts your use of the Tray platform or stops work from continuing.
Examples include:
- Tray platform is down or cannot be reached
- Data is corrupted or lost and must be restored from backup
- A critical documented feature or function is not available
High (Severity 2)
Major Tray functionality is impacted, or many users are experiencing significant performance problems.
Examples include:
- The platform works but performance is highly degraded to the point of major impact on usability
- Important features are unavailable with no acceptable workaround, but work can continue in a limited way
Medium (Severity 3)
A system performance issue or product issue affecting some but not all users.
Examples include:
- Partial, non critical loss of use of the platform
- A short term workaround is available but may not scale
Low (Severity 4)
An inquiry regarding a routine technical issue.
Examples include:
- Questions about features, navigation, installation, or configuration
- A product issue affecting a small number of users with an acceptable workaround
Response time targets
We respond to support requests based on the severity of the issue and the level of service included in your agreement.
| Level of service | Support hours | Critical (Severity 1) | High (Severity 2) | Medium (Severity 3) | Low (Severity 4) |
|---|---|---|---|---|---|
| Advantage Plus | 24x7x365 | 1 hour | 2 hours (24x5) | 4 hours (24x5) | 1 business day |
| Advantage | 9am to 5pm, Monday to Friday, based on your region (see time zones below) | 4 hours | 1 business day | 2 business days | 2 business days |
Support hours by region
These time zones define the local hours for Advantage support.
- Asia Pacific: AEST or AEDT
- EMEA: GMT or BST
- Americas (Eastern): EST or EDT
- Americas (Pacific): PST or PDT
Open a support request
To request help, sign in to your Tray workspace and open a support ticket. Choose the severity level that best matches the issue. We will review the request and respond based on these support terms.