ANZ Office hours are Monday - Friday 9:00 am AEDT - 5:00 PM AEDT

Our AU-support team strive to respond to all cases within our standard SLA's during business hours.

See the Australian offices observed holidays here.

See Apricots scheduled maintenance here.

AU clients can open support tickets through the chat, community portal, or through email.

Chat with us!

ANZ Chat Support is available!

Monday 10:00 am - 2:00 pm AEDT*

Tuesday - Friday 7:00 am - 2:00 pm AEDT*

  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, we generally respond within a few minutes.

  3. You can always search our knowledge base for answers

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

Learn more about using chat here!

*hours subject to change, a notice will be posted if chat hours change.

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. Enter your username and password (you should have received an email to set up you Help Center (Community Portal) username and password). If you do not remember your login, you can click the "Forgot Your Password?" link.

Notes:

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

  • If you are experiencing issues logging in or receiving your password reset email, you can email the support team at this address: apricot@bonterratech.com

  • Do not click on the "Log in using Apricot" button. The Single Sign-On feature is currently not available for users outside of the US. Clicking this button will redirect you to the Apricot US login page.

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

Email us!

You can email support at this address: apricot@bonterratech.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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