Customer Support

Support Contact Information and Availability

For help on support related issues, please submit a ticket via our Support Portal located here. (Note: your support username and password are different from your iTrade account.)

If this is your first time using the support portal, you will need to create an account, which you can do by clicking here.

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The Customer Experience Team is available:

Monday – Friday 6:00am – 5:00pm Pacific Standard Time

Emergency Phone Support for Severity Level 1 or Severity Level 2 Outages:

(925) 660 – 1111

24 X 7 Emergency support available for a Severity Level 1 or 2 outages only as defined in your Service Level Agreement, please click here for definitions.

Note: All Severity Level 1 and 2 cases must be reported via the telephone to insure immediate attention. This phone number is also used to report an after-hours Severity Level 1 or 2 incident.

2020 Support Holiday Schedule:

January 1st – New Year’s Day
January 20^th – Martin Luther King Jr. Day
February 17th – President’s Day
May 25th – Memorial Day
July 3rd – Independence Day
September 7th – Labor Day
November 26th – Thanksgiving Day
November 27th – Day After Thanksgiving
December 25th – Christmas Day
December 28th – Day After Christmas
December 29^th – December 31^st – Companywide Shutdown