Aprima’s Commitment to Support
We’ve heard it many times over. Our clients continue to comment that we stand out from the crowd because our level of support is unmatched. We have earned an outstanding reputation for prompt, effective responses to our clients’ needs. Aprima’s support team, based in Dallas, is extremely knowledgeable, courteous and helpful.
Our support offers the same individuality as our system. You can submit your questions and receive your answers the way you prefer:
- Phone calls
- Instant messaging chats
We acknowledge all support requests and confirm all questions with a case. Cases are tracked daily and worked in order of priority. We regularly update you on the progress of your case. Support hours are 7:00 am to 7:00 pm Central Time.
- Priority 1
Definition: A server is down and you cannot use the application.
Resolution: Priority 1 cases are handled immediately. Our goal is to respond to all Priority 1 issues within 30 minutes. A support representative is notified immediately when you request Priority 1 support. The representative acknowledges your support request by phone or email and lets you know your case is being worked.
- Priority 2
Definition: A part of the application may not be functioning correctly, but the overall system is working.
Resolution: These cases are handled in a rush priority. Our goal is to resolve Priority 2 cases within 24 hours.
- Priority 3
Definition: Enhancement requests as well as other, nonurgent issues.
Resolution: These issues are referred to the product manager for consideration for future development. Priority 3 cases are handled as nonpriority, but result in a timely resolution.