Contacting Customer Support

Support is available Monday - Friday, 7:00 AM to 7:00 PM CST. See our 2022 holiday calendar here.

Please see our scheduled maintenance here.

Our AU Support team is available Monday - Friday, 9:00 am AEST - 5:00 PM AEST to handle Australian cases and any other critical case. More on AU Support here.

In addition to all of the methods detailed below, you can always reach the Apricot support team by sending an email to customer.care@socialsolutions.com which will generate a support case for you automatically.

If you're looking for articles on specific topics related to working within Apricot, click here to check out our knowledge base. We also have a fantastic resource on how best to provide the right details for the support team here.


Chat with us

Apricot includes built-in chat support on every page. Click the green icon in the bottom right-hand corner of the window to chat with us! Learn more here!

  1. Clicking this icon will open up the chat pop up

  2. Click "Send us a message" to be connected with an Apricot support agent, during business hours (7:00 AM to 7:00 PM Central) we generally respond within a few minutes.

  3. You can also search our knowledge base for answers

  4. Click "See all your conversations" to view any conversations you've had with the Apricot support team.

Use the Help Center

Open tickets, view previous tickets, explore user groups, and more through the Help Center!

  1. To access the Help Center while you are logged in to Apricot, click the "help center" link from the left navigation menu. A new window will open with access to the Help Center.

If it is your first time visiting the Help Center, you will be prompted to log in.

2. Click "Log in with Apricot" and the system will immediately create a user account for the Help Center using the email address and password you use to login to Apricot.

Note: If you receive a sign on error, remove all capital letters from your username and try logging in again.

Once inside, you will have the options to explore much more, see an in depth article here.

Email

You can email support at this address: customer.care@socialsolutions.com

Scheduled Calls

If you would like to use your 1 hour of support consultation time (add on), please open a ticket to schedule a call.

Please see our support packages for questions regarding phone support packages.

After Hours Emergency Support

Critical cases are defined as: Client’s production use of the SSG Software is stopped or so severely impacted that no User can reasonably continue to use or access the SSG Software. Critical requests have one or more of the following characteristics:

  • (a) data corruption

  • (b) SSG Software hangs causing unacceptable delays or

  • (c) the SSG Software is inaccessible to all Users. Target response time for Critical/Business Down cases will be 2 hour. More on case priorities here.

To open a critical priority case: Open a critical priority support ticket through the Help Center with priority = Critical or call our emergency line at 1-469-874-0792 Ext. 1.


Cases & Issues

When users contact Customer Support, a case will be entered into our Customer Relationship Management (CRM) system resulting in a unique case number. This case number will be given to the customer and will be left open until the inquiry is answered or the issue is resolved. Each time a user contacts Support with a different question or issue, a new case will be entered into the CRM system and the corresponding case number will be issued to the customer.

  • When you contact support, regardless of reason, we will log a Case.

  • When you email support, you will receive an automated email about the Case creation with the case number.

  • If you encounter what is determined to be a bug, we will log a defect and attach it to your Case so that you will be notified when the issue is resolved.

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