Contact Support

General Inquiries

For general questions or feedback, please email us at: client.support@tricode.cloud 

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Technical Support

Having trouble with setup, login or platform features?

Submit a ticket via osTicket here:

Please include:

• A clear description of the issue

• The time and date the problem occurred

• Steps to reproduce the problem (if applicable)

• Any relevant screenshots

• Your browser/device information

Support Hours

We respond to support requests during the following hours:
Monday–Friday, 9:00 AM – 5:00 PM (EST)
Average response time: within 2 business day

Incident Classification

Classification	Description
Minor Issue	A low-impact issue, such as a cosmetic defect, small bug, or general inquiry. No significant effect on service performance.
Moderate Issue	A functional issue that affects some users or features. A temporary workaround is available, and business continuity is possible.
Major Issue	A significant issue that impacts major functionality or a large group of users. No viable workaround exists.
Critical Issue	A complete system outage or critical failure that affects all users and core functionality. No workaround is available. Immediate action is required.

Issue Response and Resolution Times

Issue Level	Response Time	Resolution Time
Minor	Within 7 days	Indeterminate
Moderate	Within 4 days	Within 10 days
Major	Within 2 days	Within 5 days
Critical	Within 1 day	Within 3 days