Contact Us

For access to Collaborate

  • If you do not currently have access to Collaborate, click here to request access. Note, a new window will appear to complete the Profile request form. 
  • If you do have access to Collaborate and want to add someone else from your company, please email the information to .

Call us at 1-877-411-8727 (toll-free)

  • Customer Care is available from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday to Friday.
  • When calling the Customer Care line, press option 2 to be directed to Trapeze Customer Care.
  • To help us respond in a timely manner and serve you better, please direct your support call to Customer Care rather than to a specific person in Customer Care.

After Hours Process

  • For production down or emergency support outside regular business hours, call 1-877-411-8727 and press option 1 for after hours support.
  • To ensure you receive a prompt response, listen carefully to the product menu options before leaving your message. This will ensure your issue is directed to the correct product support team.
  • Leave your name, the name of your organization, a number where you can be reached and a brief description of the problem.
  • A member of the Customer Care support team will respond promptly. 

Email us at

  • If your request is for a production down issue don’t wait to email us, please contact Customer Care at 1-877-411-8727.
  • If your request requires immediate attention, please contact Customer Care at 1-877-411-8727.
  • Otherwise, when emailing, please include as much detail as you can, along with any attachments and steps to replicate. This will help us solve the issue quicker.
  • A ticket number will be sent to your inbox as soon as your support request is logged with Customer Care
  • If your email is received outside of our regular business hours (8:00 a.m. to 8:00 p.m Eastern Time Monday to Friday), on a weekend or a holiday, your ticket will be created the next business day.
  • If you need to send data, logs, or screen shots that contain ePHI, or sensitive information there are two options:
    • If your company has an encryption method, you may use that method.
    • If your company does not have an encryption method, please reach out to Customer Care ( before sending ePHI and ask that they send you an encrypted email. When you respond to that encrypted email, your email response will be encrypted. 

Customer Care Portal 

  • An alternative to emailing is to use the Customer Care Portal.
  • Through the Customer Care Portal, you can:
    • Raise a support ticket
    • Stay up to date by reviewing replies and updates to your tickets from Trapeze Customer Care
    • Add notes to open tickets
    • Attach logs or documents to your tickets with additional details

Downloadable Customer Care Contact Card

  • Click here to download the Customer Care Contact Card