ANZ Office hours are Monday - Friday 9:00 am AEST - 5:00 PM AEST
Our AU-support team strive to respond to all cases within our standard SLA's during business hours.
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 AEST - 2:00 pm AEST*
Tuesday - Friday 7:00 am - 2:00 pm AEST*
Clicking this icon will open up the chat pop up
Click "Send us a message" to be connected with an Apricot support agent. During business hours, we generally respond within a few minutes.
You can always search our knowledge base for answers
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!
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.
You can email support at this address: email@example.com
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.