Customer Support Process

This article explains TrustCloud’s customer support process through support tickets.

Opening a TrustCloud Customer Support Ticket

There are three ways for a user to open a TrustCloud Customer Support ticket.

NOTE: In all three cases below, please include as much information as you can regarding the problem. The more information available to the TrustCloud support engineer, the faster your problem will move through the system to resolution (more details about that can be reviewed in a later section of this document).

1. Send an email to [email protected].
   1. A support ticket is created in the TrustCloud Customer Support system.
   2. You will receive an automated email confirmation from TrustCloud that confirms the ticket has been created and provides you with the ticket ID.
2. The Contact Support link
   1. Log in to your TrustCloud program. Click on the “Contact Support” link at the top right corner.
   2. In the “Contact Support” window, enter information about the problem, like a brief subject, if you are in active audit, a detailed description of the problem, and any attachments that you may have regarding the problem.
   3. Click on the “Submit Request” button. Your information is sent to the TrustCloud Customer Support system, where a ticket is automatically created.
   4. You will receive an automated email confirmation from TrustCloud that confirms the ticket has been created and provides you with the ticket ID.
3. The TrustCloud Customer Support Portal
   1. Log in to the TrustCloud Customer Support Portal to open a support ticket.
   2. The URL is support.trustcloud.ai.
      The following screenshot shows the support landing page.
      
   3. Log in using the TrustCloud Customer Support Portal email. If you do not have an account, create one using the TrustCloud Support Portal. Click on the “Sign in” link to log in.
      
   4. After successfully logging in, the following page is displayed:
      
   5. Click on the “Submit a request” link to open a support ticket.
      
   6. Input the information on this screen.
      1. Provide a high-level description of the problem in the “Subject” box.
      2. Enter a detailed description of the problem in the “Description” box.
      3. Attach any related files to help the support team investigate your problem, such as screenshots, videos, etc.
   7. Click on the “Submit” button.
      The following screenshot shows a successful ticket submission.
      
   8. You will receive an automated email confirmation from TrustCloud that confirms the ticket has been created and provides you with the ticket ID.
   9. You have successfully created your ticket using the support portal.

What To Include When Opening A Support Ticket

It is important to include as much information as possible when opening a support ticket. This helps the support engineer identify the root cause of the problem quickly. Ideally, the following information about the problem needs to be included:

1. The Subject Field: When creating the ticket, the subject line of the email or ticket page should be a brief description of the problem.
2. Your Program Name: This is usually the organization name, but it could be different from the organization name. This can be the TrustCloud program that you were working on when you encountered the problem.
3. Your Organization’s Name
4. Your Name: If you are opening this ticket on behalf of someone else, this should be their name.
5. Your Email Address:  If you are opening this ticket on behalf of someone else, then this should be their email address.
6. The Problem Priority: This helps the support engineer understand the impact of this problem on your business.  They are described in detail in another section of this document. The options are as follows:.
   1. Low
   2. Normal
   3. High
   4. Critical
7. The Type of Issue Being Reported: This identifies the type of request.
   1. Question
   2. Incident
   3. Problem
   4. Task
8. The Product: This identifies which product you are working on, such as the following:
   1. TrustOps
   2. TrustShare
   3. AuditLens
   4. TrustHQ
   5. or others
9. A Detailed Description of the Problem or Request: Details that may be useful to the support engineer to investigate your issue.
   1. Problem description. What actually happened versus what you were expecting to happen?
   2. What page were you on when you encountered the problem? Like control, policy, system, vendor, etc. that you were using when you encountered the problem.
   3. The URL of the page where you discovered the problem.
   4. Any error messages.
   5. File Attachments
      • Screenshots of important items such as error messages or misbehavior.
      • Videos of the problem are being reproduced.
      • Other files, such as doc files, spreadsheets, picture files, etc.
   6. Anything else that might be useful.

Picking the Correct Priority for Your Ticket

By following the guidelines below, you make it easier for the support engineer to correctly triage your problem so that it gets the appropriate attention.

We recommend choosing the priority for your ticket based on the following criteria and examples:

1. Critical
   1. You are unable to access or otherwise use your program.
   2. You are blocked from working on or completing a critical task that has a deadline attached.
   3. This issue is blocking your ability to work with one of your customers or auditors.
2. High
   1. This problem is inhibiting your productivity but is not blocking you from working.
   2. If you have an impending deadline, that might be impacted by this problem.
3. Normal
   1. This is an annoying problem that is not impacting you, but you would like to see it resolved.
   2. This is an obvious bug that should be resolved but is not impacting your business.
4. Low (Includes Feature Requests as well as bug reports)
   1. For Low priority issues, they do not impact your business in any way, but you would like to see them resolved eventually.
   2. For feature requests, the information is escalated to our product management team. The support ticket will be closed and tracked via the Product Management Tool.

After Opening a Ticket, What Happens Next?

Once you have opened a ticket, the support team will take action, managing your ticket through the support process.

You will receive an auto-generated ticket with your new ticket ID number that you can use to track the progress of your ticket.

Within four hours (two hours for critical tickets), a support engineer will personally contact you, acknowledging the problem and asking any additional questions that you may have.

When a ticket is updated, you will receive an email with an update. You can respond in one of two ways.

1. You can simply respond to the email, and your response will be added to the ticket.
2. You can login to the TrustCloud Support Portal at support.trustcloud.ai, navigate to your ticket, and update the ticket using a public note or a private note, but we recommend that the user use the public option.

As the support engineer investigates your problem, they may update the ticket by asking you questions to obtain further useful information to troubleshoot the problem. They may also update the ticket to provide you with the status of the investigation.

Many times, the problem is determined to be a product defect, such as a bug, incorrect information, or a variety of other problems that require the assistance of TrustCloud Engineering to resolve the issue. You will be kept informed of the status of the issue, the planned target date of the fix to remediate the problem, or anything else that you should know about the progress with your issue.

Once your problem has been resolved, a TrustCloud customer support engineer will contact you via the ticket to confirm that the problem has been solved. In most cases, the ticket will be closed once it is solved. If you find that the problem still exists after you have been notified of the fix, simply respond to the email that was sent. This will reopen the ticket, and the team will continue to help you determine what went wrong.

If you encounter a new problem after the initial problem has been solved, then please open a new ticket to represent that issue.