Contact Support
General Inquiries
For general questions or feedback, please email us at: client.support@tricode.cloud
Technical Support
Having trouble with setup, login or platform features?
Submit a ticket via osTicket here:
Please include:
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A clear description of the issue
- The time and date the problem occurred
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Steps to reproduce the problem (if applicable)
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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 |