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Community & Support

Get help from our support team, community, and resources. Response times vary by support tier.

Support Channels

Email Support

  • Email: support@truthvouch.com
  • Best for: General questions, account issues, complex problems
  • Response time: See SLA below

Help Center

  • Link: docs.truthvouch.com
  • Best for: Self-service, documentation, common issues
  • Available: 24/7

Live Chat

  • In-app: Available when logged in
  • Best for: Quick questions, urgent issues
  • Hours: Monday-Friday 9 AM - 6 PM UTC

Community Forum

Twitter

  • @TruthVouch: @TruthVouch
  • Best for: Product updates, incident alerts
  • Response time: < 4 hours during business hours

Support SLA by Tier

Starter Tier

  • Email Response: 24 hours
  • Chat: Not available
  • Phone: Not available
  • Escalation: Business hours only

Growth Tier

  • Email Response: 8 business hours
  • Chat: 9 AM - 5 PM UTC, Mon-Fri
  • Phone: Not available
  • Escalation: Priority escalation path

Business Tier

  • Email Response: 4 business hours
  • Chat: 9 AM - 9 PM UTC, 7 days/week
  • Phone: Upon request
  • Escalation: Dedicated support contact

Enterprise Tier

  • Email Response: 1 hour (critical), 4 hours (urgent)
  • Chat: 24/7/365
  • Phone: 24/7/365
  • Escalation: Dedicated support team + account manager

Severity Levels

Critical (Sev 1)

  • Impact: Platform completely down or data at risk
  • Examples: Can’t log in, API returning errors for all users
  • Response Time: 15 minutes (Enterprise), 1 hour (Business)
  • Resolution Time: 4 hours (target)

High (Sev 2)

  • Impact: Major feature not working
  • Examples: Verification API slow, dashboard loading errors
  • Response Time: 1 hour (Enterprise), 4 hours (Business)
  • Resolution Time: 24 hours (target)

Medium (Sev 3)

  • Impact: Minor feature issue, workaround available
  • Examples: Sorting not working, export format issue
  • Response Time: 4 hours (Enterprise), 8 hours (Business)
  • Resolution Time: 2 days (target)

Low (Sev 4)

  • Impact: Cosmetic issue, no functional impact
  • Examples: UI text misaligned, tooltip wrong
  • Response Time: 8 hours (Enterprise), 24 hours (Business)
  • Resolution Time: 7 days (target)

Before Contacting Support

Please try these first:

1. Check Documentation

2. Check Status

3. Try Troubleshooting

  • Clear browser cache and cookies
  • Try in incognito mode
  • Check network connectivity
  • Try from different device

4. Review Recent Changes

  • Did you recently update configuration?
  • Did you change API keys or permissions?
  • Did you recently integrate with new systems?

5. Gather Information

Before contacting us, collect:

  • Account/Organization ID
  • Specific error message
  • Screenshots or video
  • Steps to reproduce
  • What you tried already

How to Contact Support

Step 1: Open a Ticket

Email: support@truthvouch.com

Subject line format:

[SEVERITY] Issue description


[Sev1] Can't log in to account
[Sev2] Verification API returning 500 errors
[Sev3] Dashboard filters not working

Include in body:

Issue: Describe what's happening


Severity: [Critical/High/Medium/Low]


Steps to reproduce:
1.
2.
3.


Expected behavior:
What should happen


Actual behavior:
What actually happens


Environment:
- Account ID: org_xxxxx
- Browser: Chrome 120.0
- OS: Windows 11
- Timestamp: 2024-03-15 14:32 UTC


Attachments:
[Screenshots, logs, etc]

Step 2: Track Your Ticket

You’ll receive:

  • Ticket number (e.g., SUP-123456)
  • Assigned support engineer
  • Expected response time
  • Updates at key milestones

Step 3: Collaborate

  • Respond in ticket (email replies work)
  • Share additional info as needed
  • Test suggested fixes
  • Confirm resolution

Knowledge Base

Self-serve resources:

Guides by Role

Guides by Feature

Developer Resources

Community Resources

User Forum

community.truthvouch.com

  • Ask questions
  • Share tips and best practices
  • See how others solved problems
  • Connect with fellow users

Office Hours

  • Weekly: Thursdays 4 PM UTC
  • Duration: 30 minutes
  • Topic: Whatever you want to ask
  • Sign up: Email support@truthvouch.com

Webinars

Blog

Professional Services

Implementation Support

  • Scope: Help with integration, configuration, training
  • Cost: $250/hour (included in Enterprise)
  • Duration: 1-40 hours typical

Request: support@truthvouch.com

Training

  • Options: Webinar, in-person, on-site
  • Duration: 2-5 days typical
  • Cost: $3,000-$10,000 depending on scope

Request: training@truthvouch.com

Custom Development

  • Scope: Custom integrations, API clients
  • Cost: $5,000-$50,000+ depending on scope
  • Timeline: 1-12 weeks

Request: consulting@truthvouch.com

Frequently Asked Support Questions

Q: How fast will I get a response? A: Depends on your tier and issue severity (see SLA table above). Enterprise gets 1-hour response on critical issues.

Q: Can I talk to someone on the phone? A: Yes, if you’re on Business or Enterprise tier. Schedule at calendly.com/truthvouch-support.

Q: Is there phone support? A: Yes, for Enterprise customers (24/7) and Business customers (business hours). Other tiers via email/chat.

Q: What if support can’t solve it? A: We’ll escalate to engineering, our CTO, or bring in a specialist. No problem is too complex.

Q: Can I get a refund? A: We offer a 30-day money-back guarantee if you’re not satisfied. No questions asked.

Q: How do I escalate an issue? A: Reply to your support ticket stating it’s urgent. For Enterprise, call your dedicated support number.

Contact Directory

TeamEmailPurpose
Supportsupport@truthvouch.comGeneral support, bug reports
Salessales@truthvouch.comPricing, demos, enterprise
Productproduct@truthvouch.comFeature requests, feedback
Securitysecurity@truthvouch.comSecurity issues, disclosures
Legallegal@truthvouch.comLegal questions, DPA requests
Billingbilling@truthvouch.comInvoice, billing issues

Next Steps