Support

Contact Support

Email xchange_support@trimble.com with [Company Name] - [Issue Summary] as your subject line to submit a support ticket.

A support agent will reach out to you within four business hours. In the case of a critical service outage that would impact all customers, our first response will occur within two business hours.

App Xchange Support Hours: Monday through Friday, 8 a.m. to 5 p.m. US Central Time (excluding holidays)

Maintenance Window

App Xchange performs standard maintenance every Wednesday from 9pm–11:59pm US Central Time. It is not necessary to contact Support if you experience an outage or performance issue during the standard Wednesday maintenance window.

Ticket Submission Best Practices

To ensure efficient and effective resolution of your issues, we recommend following these best practices when submitting support tickets.

Specify the Issue Clearly

Include Relevant Information

Avoid Support Ticket Pitfalls

Stay Engaged

How Support Works

App Xchange Support strives to resolve all issues as quickly as possible. However, App Xchange Support uses a triage system in order to resolve the most impactful and urgent issues first. These are the four levels of impact we assign to different support issues as well as the maximum time for initial acknowledgment you can expect for each one.

Critical | 1 Business Day

High | 2 Business Days

Medium | 4 Business Days

Low | 6 Business Days

Support Updates

Support Contracts are the first to know whenever App Xchange experiences an outage or undergoes a platform update.

Consult this page for real-time updates on the status of the App Xchange database, API, workflows, schedules, on-premise agent connectivity, Procore ERP exports, and partner portal. It also includes a calendar to track past outages and incidents.

Third-Party Support Directory