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Reporting Employers Service Level Agreement

Reporting Employers Service Level Agreement

At TRS, we value the trust you place in us and remain committed to delivering the highest level of service. As part of that commitment, we want to provide our Service Level Agreement (SLA), which ensures timely, reliable and consistent support for your needs.

RE Coaches are expected to respond to all inquiries within the SLAs (as shown below), but some situations may take longer to resolve. Complex situations that require additional information from the REs or in-depth research could take extra time to resolve and may lead to completion outside of the SLAs listed below.

Please note that any requests for assistance (questions, overrides, etc.) received after 4:00 p.m. CT will be considered received the next business day.

  • Email

    Within one business day, most responses should be within the same business day. If you receive an out-of-office message from your RE Coach, please be sure to forward the full original email to reporting@trs.texas.gov for support during your coach’s absence.

  • Phone

    Most phone call requests will be handled the same business day. This includes incoming calls, returning calls and voicemails. RE Coaches are expected to be available to accept incoming calls when not in training or responding to emails and chats. Most coaches take lunch between 12 and 1 p.m. Your coach should include their working hours in their email signature. 

  • RE Portal Chat

    Chat is available 9 a.m. – 12 p.m., and 1 – 4 p.m. each business day from the 11th through the end of the calendar month. There are some resources available in the Chat feature, even when Chat with an RE Coach is not available. You can access these through the Open Live Chat option in the RE Portal.

  • Overrides

    Override requests should be completed within one business day once all required information is received. If a coach reaches out for additional clarification, please provide the information as quickly as possible.

  • Fund Transfers

    Within one business day.

  • 597A Forms

    Within one business day.

  • Password Reset for Web Administrators

    Within one business day.

  • Unfreeze RE Portal Accounts

    Within one business day.

  • TRS Internal Requests for other departments

    Three to five business days. Includes participant account updates.

  • TRS Legal Review

    Generally, two weeks. Includes standard superintendent contracts, settlement pay. Certain requests may take longer.