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 cc@trapezegroup.com .

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.

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 (cc@trapezegroup.com) 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