Help Desk Procedures
What You Should Do Before Contacting the Help Desk
Before you send a message, please ensure that you have detailed and complete information:
- Good description of the problem in the body & a good summary on the email subject line.
- Screen shot. Screen shots tell us a lot.
- Error message . If you get an error message, open it up and cut/paste it into your email.
- User name that had the problem and what they were doing at the time.
- Do not copy your email to others at Trinet . You don't need to. It breaks our support process, causes miscommunication and confuses us. You could receive no response because everyone thinks that the "other person" is handling it.
How to Contact the Help Desk
| Telephone |
Web |
Email |
(888) TRINET1 |
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Remote Support
| Contact the Help Desk to receive your session code |
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Support Categories and Hours*
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Standard Support |
After Hours Support |
Holiday Support |
| Hours - Eastern |
8am – 5pm
Monday – Friday |
5pm – 8am
Monday – Friday |
5pm Fri – 8am Mon &
All Trinet Holidays |
| Minimum Charge |
15 minutes |
1 hour |
2 hours |
| Billing Increments |
15 minutes |
1 hour |
1 hour |
| Travel |
Billed per trip (local destinations) or hourly in ½ hour increments. Mileage is billed at the current IRS rate. |
* May be modified by your Agreement
Trinet Observed Holidays
New Year’s Eve, New Year's Day, March 17th, Independence Day, Memorial Day, Easter, Thanksgiving Day, the Friday after Thanksgiving, Labor Day, Christmas Eve, Christmas Day
Trinet Service Level Agreements*
| SLA |
Initial Response Time (90%) |
Resolution Plan (80%) |
Resolved (50%) |
| Standard |
6 hours |
12 hours |
24 hours |
| TrinetOne |
4 hours |
8 hours |
24 hours |
| TrinetOne 24 |
2 hours |
4 Hours |
12 hours |
* May be modified by your Agreement
Functional Escalations
Our Helpdesk team may escalate any unresolved issue to the Operations Manager. You may also request this escalation at any time by contacting the Helpdesk representative assigned to your ticket.
Hierarchical Escalations
If you have questions or concerns about the operation of the service desk, wish to compliment the team, or simply require more information about an incident please contact your Account Manager.
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