Please note: These packages were updated March 2021 and may differ from your support package - if you became our customer prior to March 2021 and have not since gone through a renewal process scroll to Legacy Premium Support for details about your support package

Tier 1 Support

Tiered Support Packages

All of the above support packages include the following:

  • Unlimited access to the Apricot Help Center

  • Unlimited access to the Knowledge Base

  • 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). This line is available every day from 7 PM Central - 7 AM Central.

Legacy Premium Support

Customers who signed on with Apricot prior to March 2021, please find details about your support package below.

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

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