How to open Technical Support requests?

Log in with your username and password and select the desired language.  

_{If you don't have a username to login, please ask your account manager or technical account manager.}

Select the option “Submit a request”.

Once you are in the form, you will be asked to fill in the following fields:

CC (Optional): Add all emails you want in cc to see your request.

Subject: Your company name, a colon followed by the subject of your request.

Some examples of the subject:
               a) “CompanyA: Add TAC.”
               b) “CompanyB: User creation.”
               c) “ CompanyC: Device issues.”

Description:  Detailed explanation of the issue you are presenting. In case you want to report a problem or failure, it is important that, for the analysis, you indicate the steps followed up to the moment of the problem or failure, the expected outcome and the obtained outcome.  This will help our support team to troubleshoot more accurately and quickly.

Severity: Ticket severity, as defined within our service level agreement (SLA), indicates the impact of the reported issue.  

Service Request: A normal request that is part of daily customer operations, such as creating, updating, or deleting records/devices, validating device behavior, and normal account activities that occur as part of operation and usage newspaper of the Telecommunications Platform.

Severity 1: The Telecom Platform is completely down, inoperable, or inaccessible. Most users/devices are impacted, and the feature/function inoperability completely affects business operations.

Severity 2: A Major feature or function of the Telecoms Platform is inoperable or not functioning, causing a high to moderate impact on the customers' operations. A larger to medium portion of the users/devices are impacted. The feature/function impacted prevents you from normally running the operations.

Severity 3: A feature or function of the Telecoms Platform is inoperable or not functioning as per design but has a low impact on the customers' operations. A medium to small portion of the users/devices are impacted.

_{Severity Will be re-assessed and classified our support department when the request is created IF necessary.}

Trustonic Product: Purchased product on the Trustonic platform presenting the problem or on which the request is made.

Software configuration (If known):  Specific details of your service, and configurations that must be considered, among others.

Device information: Details of the devices you are using. Example: Manufacturer, Model number, IMEI.

Attachments: Files that can provide the support team with visibility of the requirement. Please note that we support any type of file, the maximum file size cannot exceed 50 MB.