Whom to engage,what to expect.
Four support pathways, each with its own channel and response standard. Every interaction is captured on the account or cycle record, written once, visible to the participant and to Treviya.
Support is not a layer above the platform, it is part of the platform. Every ticket writes to the record it relates to. Cycle-level matters sit on the cycle. Account-level matters sit on the account. Supplier and partner matters sit on the corresponding directory entry.
The separation of pathways below is deliberate: each seat has different operational stakes, different documentation and different decision-makers on the Treviya side. Response expectations reflect that.
Individual and institutional members with questions about an account, a live cycle or a settled cycle record.
In-platform ticket from the cycle or account page · commerce@treviya.com · phone for institutional accounts on request.
Acknowledgement within 1 business hour during desk hours. Substantive first response within 4 business hours on any ticket linked to a live cycle and within 1 business day on general account questions.
Non-disputed matters resolved within 2 business days. Dispute flow (cycle-level) published separately and counter-signed where possible. Revised statements issued through the formal exception workflow.
- Written context beats phone calls, cycle records need the ticket trail.
- Screenshots and ledger-entry IDs accepted and preferred.
- Escalation to the member-desk lead is available at any point.
- Supervisor review mandatory on any revised settlement.
Active suppliers with cycle-level questions, onboarding suppliers and applicants to the supplier directory.
Supplier portal ticket · suppliers@treviya.com · named category specialist for active suppliers in tier B and A.
Acknowledgement within 2 business hours. Category specialist response within 1 business day on active cycles. Applications handled within 5 business days.
Cycle-specific matters resolved within the cycle window. Scorecard queries handled on the monthly review call. Material incidents trigger an immediate review and a written outcome.
- One named category specialist per active supplier once past tier C.
- Documented escalation path in the supplier master terms.
- All significant operational changes published to the supplier before the next affected cycle.
- Supplier feedback on platform workflows reviewed quarterly.
Active 3PL partners, hub operators and prospective partners enquiring about lanes or categories.
Partner portal ticket · partners@treviya.com · direct line into operations for active partners.
Acknowledgement within 1 business hour on active cycles. Urgent matters, customs hold, damage event, capacity shortfall, routed immediately on a 24/7 rota for in-cycle lanes.
Operational incidents resolved within the cycle window. Lane rotation decisions made quarterly against the partner scorecard with the partner present. Network capacity planning refreshed monthly.
- Inspection and POD must go through the portal, not email alone.
- Exception reports on the same day a deviation is identified.
- Scorecard visible to the partner continuously.
- Lane changes communicated with at least 30 days notice where possible.
Corporate buying teams, importers of record, distributors and private-label operators.
Named account manager · buyers@treviya.com · direct phone and priority ticket routing.
Acknowledgement within 1 business hour during account hours. Same-day first response on any commercial matter linked to an active cycle. Scheduled weekly review call for tier A accounts.
Commercial matters resolved under contracted SLA. Custom documentation requests (audit packs, certificate of origin, cycle ledger exports) delivered within 3 business days. Tier review processed on a quarterly cadence.
- Single named account manager. Backup named and introduced at onboarding.
- All material decisions documented and counter-signed.
- Contractual escalation pathway named in the Master Services Agreement.
- Monthly consolidated invoicing with cycle-level breakdown always available.
Every pathway has a named escalation route. On participant matters, the member-desk lead. On supplier matters, the operations lead. On logistics matters, the network lead. On institutional matters, the contracted backup account manager. Each route is written into the corresponding master terms.
Material commercial disputes (above £5,000 or materially affecting a cycle's settlement) can be routed to independent mediation per the master terms. The mediation pathway is not a substitute for the platform's dispute flow, it is a last step after the dispute flow concludes.
Headquarters · commerce, participant, institutional.
Compliance, data protection, counsel.
APAC desk · Asia origin sourcing, member growth.
Written tickets.Retained records.
Every conversation that matters is captured next to the record it relates to. That's the standard.