Understanding Trellis Support Options

In this article, we will show you all the support options you have available depending on your signed plan.

We provide our clients with three different plans to choose from. Your contract with Trellis will specify which plan you have signed up for.

Click here for our different pricing plans.

Do you have a Help Desk Center to find answers?

Yes, we do have a Help Desk Center! We are excited to provide our clients with an updated and well-organized knowledge base that contains helpful articles to assist you in finding answers to your questions. To access this resource, simply click on this link.

Once you're on the page, you can enter your question or keyword in the search bar, and a list of articles that could potentially answer your question will be displayed.

Do you have chat support?

Users with Pro, Pro Plus and Enterprise plans can take advantage of chat support and direct access to our phone support line. These features are easily accessible through the blue chat bubble located in the lower right corner of your screen when you log in to your account.
 

For organizations using our Starter plan, you'll have access to a support form where they can submit any issues, questions, or clarifications they may have with a response time of one business day.

What if I have an urgent issue?

If you encounter an urgent issue outside of our office hours(9:00-5:00PM PST), you can rely on the chat bubble to access our urgent form and raise your concerns. Rest assured that our team is consistently monitoring all submissions through this channel to promptly address your urgent issue.

Once you submit an urgent issue, our team carefully evaluates it based on our predefined criteria to determine its urgency. If it is determined to be non-urgent, our team will respond within one business day.