Service
Service-level information.
This page describes our standard operational targets. Contractual service credits or customized commitments apply only when included in a signed order or agreement.
Availability target
Our standard monthly service availability target is 99.9%, excluding planned maintenance, customer systems, third-party services outside our control, misuse, and force majeure events.
Support response targets
Urgent production access or widespread service incidents: initial response target within 4 business hours. Other support requests: initial response target within 1 business day.
Maintenance and incidents
We aim to schedule disruptive maintenance outside common business hours and communicate material incidents through available customer channels. Recovery work takes priority over detailed updates during an active incident.
Contact
Send service questions to support@trusspath.com. Enterprise customers should use the support contact listed in their order form.