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.

2023 Support Holiday Schedule:

January 2 – New Year’s Day (observed)
January 16 – Martin Luther King Jr. Day
May 29 – Memorial Day
June 19 – Juneteenth
July 4 – Independence Day
September 4 – Labor Day
November 23 – Thanksgiving Day
November 24 – Day After Thanksgiving
December 25 – Christmas Day
December 26 – Day After Christmas
January 1 – New Year’s 2024