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SUPPORT CENTER


GET HELP WITH TYS PRODUCTS
AND SERVICES

RESOURCES FOR USERS AND ADMINISTRATORS


CONTACT US / GET HELP

SUPPORT@TRUSTYOURSUPPLIER.COM. PLEASE ENSURE THAT THE EMAIL ADDRESS YOU USE TO
SEND AN EMAIL IS REGISTERED WITH THE "TRUST YOUR SUPPLIER" NETWORK


PRIVACY POLICY


TERMS OF USE


THIRD PARTY LICENSES

FREQUENTLY ASKED QUESTIONS

GENERAL

What is Trust Your Supplier?
Answer:Trust Your Supplier (“TYS”) is a blockchain application which hosts a
network of suppliers and customers who exchange validated, current, and trusted
information about their businesses. TYS allows suppliers to maintain a trusted
digital identity and permission that information to a vast network of partners.
What are the benefits of becoming a part of Trust your Supplier?
Answer:By joining TYS you will recognize revenue faster by reducing the time to
your first transaction. You will also eliminate redundant work and reduce costs,
be discoverable across the TYS network, have a singular digital identity to
share in real time with all your customers on the network, open doors to new
business opportunities, and be trusted on TYS as a verified supplier.
How can I join TYS?
Answer:Suppliers can join TYS by being invited by a company that is already on
the network as a buyer. If your buyer is not on TYS have them contact us to
join. If you are interested in becoming a buyer on our network, please contact
us at info@trustyoursupplier.com.
Which browsers does Trust Your Supplier Support?
Answer:Trust Your Supplier works best on Google Chrome and Mozilla Firefox. We
recommend using the latest versions of these browsers for the best performance.
Edge is also supported. Please note that TYS does not support any versions of
Internet Explorer (IE).
What localizations does TYS support?
Answer:TYS is now available for supplier onboarding in dozens of countries.
Please see Globalization for the full list.
How do I cancel my user account on TYS?
Answer:To cancel your user account, contact your organization's administrator to
delete you. If you are an administrator and are unable to deactivate an account,
please contact our support team by sending an email to
support@trustyoursupplier.com.
What is a Corporate Relationship group in TYS?
Answer:The Corporate Relationships feature allows suppliers to add other
business entities from your organization to your Corporate Group. You can invite
any entity you have a corporate relationship with to be a part of your group.
Benefits include additional discoverability on the TYS network through the other
group members.

LANGUAGES

What languages does TYS support?
Answer:Our full list of languages for supplier users can be found at
Globalization. Only English is supported for buyers at this time.
As a supplier, how do I change the language that displays in the app?
Answer:There are two ways to do this: 1) On the login page, click the Change
Language link. Select your language and click the Save Language button. 2) After
you are logged in, click on the dropdown by your name at the top right corner of
the screen. Click Select Language and choose your language. Click Save Language
to complete the process. This language will display in the application and on
the login page.

SUPPORT

I have a question; what should I do?
Answer:No sweat; get in touch with our support team by email at
support@trustyoursupplier.com. Coverage is from 9am - 5pm EST and we will
respond as soon as possible during those hours.
What are the hours for Support?
Answer:Our support team is currently available from 9:00 AM EST to 5:00 PM EST.
During these hours, you can expect a response within 4 hours.
What happens after I submit a help ticket?
Answer:You will get an immediate response via email from our support
application, which will note your assigned ticket number. Our support team will
then contact you via email to help you resolve your issue.
How am I notified of unplanned or planned maintenance downtime?
Answer:Our planned uptime is 99%, but when there are planned or unplanned
outages a message displays to users as they attempt to log in.
How can I open a ticket for either the application or the platform?
Answer:Get in touch with our support team by email at
support@trustyoursupplier.com. Coverage is from 9-5 EST and we will respond as
soon as possible during those hours.
How am I notified of the status/disposition of my ticket?
Answer: You will receive an email any time there is an update to your issue or
if it has been resolved.
What is the escalation process for an open issue?
Answer:To escalate your issue, please reply to the email you receive with your
ticket number.
How can I ask a question about TYS or the onboarding process?
Answer:We are happy to answer any questions you might have. Reach out to our
support team via email at support@trustyoursupplier.com.
What is the process to close a ticket?
Answer:Before closing a ticket, we ensure via email that you are happy with the
resolution of your case. If we have resolved the issue and do not receive a
positive response from you within 14 days, we automatically close the case.
How can I make suggestions?
Answer:We strive for the best user experience and would love to hear your
suggestions for improvements and other feedback. You may send your comments to
support@trustyoursupplier.com. We will relay your request to the appropriate
team and get back to you as soon as possible.

USER ID AND PASSWORD

How do I reset my password if I have fogotten it?
Answer:Reset your password from the login page by entering your registered email
address and clicking on the Forgot your password? link on the next screen. An
email will be sent to you with a reset password link - click on it to set your
new password.
How do I change my password?
Answer:To change your password, log in to the application and click on the
dropdown menu in the top right corner next to your name. Select Change Password.
You will be prompted to enter your old password, new password, and confirm the
new password to complete this process.
What are the password syntax rules?
Answer:Passwords must be between 8 and 15 characters, contain both uppercase and
lowercase letters, and one numeric digit.
How often do I have to change or reset my password?
Answer:Passwords must be changed every 180 days.

EMAIL SETTINGS

How do I subscribe or unsubscribe from Marketing emails and newsletters?
Answer:Marketing and newsletter subscriptions with product updates, tutorials,
and tips can be maintained by choosing My Account from your user menu at the top
right of the screen. Check or uncheck the "Subscribe" box that displays. All
emailed newsletters or marketing content has unsubscribe links in the footer
area. Email opt-in controls are also available on the "Notifications/Settings"
tab in TYS. If you have questions, please contact our support team by sending an
email to support@trustyoursupplier.com.

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