New TriMech Client Support System

What’s changing?

We’re transitioning to a new Client Support System designed to make getting help faster, simpler, and more efficient. This means:

• Streamlined Communication: Easier ways to connect with our support/client success team via:
  • Email
    • Hardware Support printersupport@trimech.com
    • Software Support support@trimech.com
  • Phone
    • Canada – 877.219.6757
    • USA – 888.874.6324
    • Enterprise Software (USA & Canada) – 440.257.7460
  • Websites
    • https://javelin-tech.com/support/
    • https://trimech.com/support/
    • https://enterprise.trimech.com/support/
• Secure Portal (Phased launch in 2025)
• Faster Response Times: Enhanced tools to help us resolve your inquiries more quickly.
• Improved Self-Service: A new knowledge base FAQ within our portal with answers to common questions available 24/7.

What you need to know

• When is this happening? The new system will go live on the week of January 6, 2025.
• Our case logging system will be down on the weekend of January 3, 2025 from 8:30PM ET until January 6, 2025 6AM ET. During this time for critical support, please email support@trimech.com, all new cases will be created in our new system and confirmed by one of our agents on January 6, 2025.
• Will my experience change? Our team remains dedicated to delivering the exceptional support you’re used to. During the transition, you may notice some changes such as appearance, branding, forms etc. but rest assured, we’re here to guide you.

How does the new Client Support System benefit you?

This upgrade is about more than just technology—it’s about putting your needs first. With our new system, we aim to resolve issues quicker and provide you with even better service.

We’re excited to make this transition and look forward to continuing to support you. If you have any questions or need assistance during this period, please don’t hesitate to reach out.

Thank you for trusting TriMech.

Warm regards,

Ted Lee

Chief Information Officer