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.

2021 Support Holiday Schedule:

January 1 – New Year’s Day
January 18 – Martin Luther King Jr. Day
February 15 – Presidents’ Day
May 31 – Memorial Day
July 5 – Independence Day (observed)
September 6 – Labor Day
November 25 – Thanksgiving Day
November 26 – Day After Thanksgiving
December 27 – Christmas Day (observed)
December 28 – Day After Christmas (observed)
December 29 – December 31 – Company-wide Time Off