Please note: These packages were updated February 2017 and may differ from your support package - if you became our customer prior to February 2017 scroll to "Legacy Premium Support" for details about your support package

Standard Support

  • 5 customer support tickets per month (non-transferable by month)
  • Unlimited access to Apricot Help Center resources
  • 24-hour emergency line at 512-473-6301 for use in the case of critical issues such as inability to log in, create records, or perform basic Apricot functions (calling the line with a non-emergency may be subject to a fine)

Premium Support

Silver Support Package

  • 20 customer support tickets per month (non-transferable by month)
  • One monthly one-on-one pre-scheduled Phone Consultation Hour (non-transferable by month, must be used in minimum 30-minute increments)
  • Unlimited access to Apricot Help Center resources
  • 24-hour emergency line at 512-473-6301 for use in the case of critical issues such as inability to log in, create records, or perform basic Apricot functions (calling the line with a non-emergency may be subject to a fine)

Gold Support Package

  • 30 customer support tickets per month (non-transferable by month)
  • Two monthly one-on-one pre-scheduled Phone Consultation Hours (non-transferable by month, must be used in minimum 30-minute increments)
  • Unlimited access to Apricot Help Center resources
  • 24-hour emergency line at 512-473-6301 for use in the case of critical issues such as inability to log in, create records, or perform basic Apricot functions (calling the line with a non-emergency may be subject to a fine)

Platinum Support Package

  • Unlimited email/chat cases per month
  • Regular check-in call with your Advanced Support Consultant to review open support cases
  • Inbound phone calls directly to your Advanced Support Consultant
  • Total of 68 hours per year to spend with an ASC

Legacy Premium Support

Customers who signed on with Apricot prior to February 2017, please find details about your support package below.

Silver Support Package

  • 20 customer support tickets per month (non-transferable by month)
  • One monthly one-on-one pre-scheduled Phone Consultation Hour (non-transferable by month, must be used in minimum 30-minute increments)
  • Unlimited access to Apricot Help Center resources
  • 24-hour emergency line at 512-473-6301 for use in the case of critical issues such as inability to log in, create records, or perform basic Apricot functions (calling the line with a non-emergency may be subject to a fine)

Gold Support Package

  • 30 customer support tickets per month (non-transferable by month)
  • Two monthly one-on-one pre-scheduled Phone Consultation Hours (non-transferable by month, must be used in minimum 30-minute increments)
  • Unlimited access to Apricot Help Center resources
  • 24-hour emergency line at 512-473-6301 for use in the case of critical issues such as inability to log in, create records, or perform basic Apricot functions (calling the line with a non-emergency may be subject to a fine)

Platinum Support Package

  • 50 customer support tickets per month (non-transferable by month)
  • Three monthly ongoing one-on-one pre-scheduled Phone Consultation Hours (non-transferable by month, must be used in minimum 30-minute increments)
  • 2 Hour End User Training Scheduled Quarterly (see End User Training for more information)
  • Unlimited access to Apricot Help Center resources
  • 24-hour emergency line at 512-473-6301 for use in the case of critical issues such as inability to log in, create records, or perform basic Apricot functions (calling the line with a non-emergency may be subject to a fine)

Titanium Support Package

  • Dedicated Support Specialist providing phone and email support
  • Unlimited customer support emails
  • Three monthly one-on-one pre-scheduled Phone Consultation Hours (non-transferable by month, must be used in minimum 30-minute increments)
  • Two monthly unscheduled/ad-hoc Phone Consultation Calls (non-transferable by month, must be used in 15-minute increments)
  • 2 Hour End User Training Scheduled Quarterly (see End User Training for more information)
  • Unlimited access to Apricot Help Center resources 
  • 24-hour emergency line at 512-473-6301 for use in the case of critical issues such as inability to log in, create records, or perform basic Apricot functions (calling the line with a non-emergency may be subject to a fine)
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